Customer Success Manager - Cisco

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. 

Job Summary 

The Customer Success Manager (CSM) role focuses on maximizing customer value and accelerated adoption of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to lead customer success strategies. The incumbent analyzes the environment including customer expectations and business goals and the customer's technology requirements to define and guide the actions to be performed in the solution lifecycle.   

The CSM develops and maintains strategic relationships to influence service adoption, service expansion and engagement lifecycle. Throughout the customer journey they aim to achieve a post sales trusted advisor relationship with set customer base.   

The CSM is expected to be a subject matter expert in multiple families of technology solutions.   

The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.   

The Customer Success Manager is responsible for driving the adoption and value realization of solutions for CDW’s most strategic customers. The primary objectives include customer health, retention, and expansion – all while delivering a world class customer experience.   

What you will do: 

• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solutions.  

• Specific identification of phased upsell and cross-sell opportunities of solutions and services, and CDW services.  

• Manage the overall and ongoing relationship with multiple customers through proactive, open, responsive, and collaborative account management.  

• Ability to orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle.  

• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.  

• Develop and deliver ‘success plans’ to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation.  

• Engage with customer executives and other influential stakeholders to identify, define, track, and measure the overall impact of your aligned solutions to an organization.  

• Facilitate frequent customer consultations to strengthen relationships, conduct gap analysis, report on usage &am