Associate Customer Success Manager

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 Associate Customer Success Manager’s (ACSM) primary responsibility is to be the key advocate and partner to our customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services. The ACSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional customer services.  This role is the main point of contact for a portfolio of Managed Services customers, building strong and trusted relationships to understand their needs and address any issues and concerns.  The ACSM will act as a liaison between the customer and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others. 

What you will do:  

• Establish a trusted/strategic advisor relationship with a predominantly digital Customer base 
• Act as the main point of contact for a group of shared customers, understanding their business objectives, challenges, requirements and strategic  
• Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes 
• Orchestrate and manage the overall relationship with a group of shared customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion and renewal of service 
• Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic guidance to customers. 
• Drive customer adoption and utilization of managed services to ensure maximum value and ROI. 
• Analyze customer data to improve the customer experience 
• Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization 
• Address customer concerns and act as an advocate for their needs within the organization. 
• Gather and analyze customer feedback to identify trends, insights, and areas of improvement 
• Share customer insights with internal teams to drive product enhancements and service optimizations 
• Measure and monitor achievement of critical and key performance indicators, reporting both internally to the CDW’s stakeholders and teams and externally to customer’s sponsors and executives 
• Along with their peers, facilitate regular cadence (monthly/quarterly) for a shared group of customers to review progress, success and concerns 
• Respond to customer inquiries, concerns, and issues in a timely and effective manner. 
• Act as CDW’s liaison for technical inquiries, issues or escalations; including working with support, product development, service delivery and other teams as needed to create solution roadmaps  
• Escalate critical customer issues internally and work towards prompt resolution. 
• Coordinate with relevant teams to investigate and resolve technical and operational challenges. 
• Communicate issue status and resolution to customers in a clear and concise manner 
• Identify opportunities for expansion through upselling and cross-selling additional services based on customer needs and objectives partnering with CDW’s sales teams 
• Collaborate with customers to understand their evolving needs to align our Managed Services offerings accordingly 
• Identify and drive customer renewals for a shared group of customers  
• Identify areas for service improvement and work with the appropriate teams to implement necessary changes 
• Participate in internal initiatives 

What we expect of you:  

• Associate degree plus 1 year of experience in IT relationship management, project management or account management; OR 3 years of experience in IT relationship management, project management or account management. 
• Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse customer audience 
• Ability to prioritize and manage multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines 
• Ability to be a strong teammate, while working independently as a self-starter 
• Demonstrates a high degree of organ