Sr. Support Services Advisor

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.

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

The Sr. SSA 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, as well as 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 & lead value realization discussions. 
• Establish a common understanding with the customer for the ROI they are receiving from CDW provided solutions as the strategy is executed.  
• Measure and report the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes. 
• Act as ‘Voice of the Customer’ to advocate customer needs/issues cross-departmentally and vendor partners as appropriate. 
• Demonstrates advanced insights and understanding of customers business/industry. 
• Develop adoption strategy for new products / features of other CTS offerings. 
• Strive to continually drive faster “time to value” and improve overall experience for our customers.  
• Leverage CDW solutions and services to drive scale and efficiency internally and with customers to promote collective success. 
• Partner with the sales organization in select competitive sales cycles to drive revenue opportunities in existing account base. 
• Drive renewals across assigned customer base. 
• Ensure customers are actively participating as a reference in support of the field winning new business.  
• Internal project participation.  
• Skilled in usage and implementation of tools and processes leveraged in the SSA – CTS role. 
• Process Improvement: Continually look for ways to improve processes.  
• Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers. 
• Promotes a culture of knowledge sharing and collaboration amongst the team; communicates changes or enhancements to products, solutions, procedures, plans, and approaches.  
• Understand and follow the LAER customer success model. 
• Communicates with Renewals support team members on necessary contract changes (adds/moves/deletions) requested by customer and ensures the support team is aware of relevant customer issues.