Manager, Services-Customer Success

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 Manager of Customer Success Managers in Managed Services is responsible for recruiting, leading, overseeing and developing a team of world-class Customer Success Managers (CSMs) who are focused on ensuring the success and satisfaction of our managed services customers. The Manager’s primary objective will be to drive the adoption, retention, renewals and expansion of our services while fostering strong customer relationships. You will play a critical role in developing and executing customer success strategies, optimizing processes, and managing the performance of the CSM team to achieve business objectives while creating and fostering a positive and empowering cultural. 
 
What you will do: 
 Customer Success Strategy:
•    Develop and implement a comprehensive customer success strategy aligned with the company's vision and goals.
•    Define and measure key metrics for customer success, including adoption, retention, expansion, and customer satisfaction.
•    Collaborate with cross-functional teams to align customer success initiatives with business objectives.
Leadership
•    Recruit, interview, hire, train and develop CSMs
•    Create and track performance goals for CSM that support the vision and strategy of Managed Services
•    Performance manage the CSM team to develop high performers
•    Identify and lead key initiatives supported by executive leadership
•    Facilitate and participate in team and 1:1 meetings 
Customer Relationship Management:
•    Oversee the team's efforts in building and maintaining strong relationships with key stakeholders within customer accounts.
•    Ensure effective onboarding and ongoing engagement of customers to drive adoption and maximize value.
•    Collaborate with CSMs to develop and execute customer success plans, addressing customer needs and objectives.
•    Proactively address customer concerns and escalations, ensuring timely resolution and high levels of customer satisfaction.
•    Establish and cultivate a solid working relationship with Customer, building relationships with customers from IT Managers through “C” level executives
Account Growth and Expansion:
•    Collaborate with the sales team to support customer renewals and identify opportunities for upselling and cross-selling to support expansion of managed services.
•    Assist in developing account expansion strategies based on customer needs and business goals.
•    Provide strategic guidance and insights to CSMs for account planning and growth opportunities.
Process Optimization and Best Practices:
•    Continuously assess and optimize customer success processes and workflows to drive efficiency and effectiveness.
•    Develop and document best practices, standard operating procedures, and playbooks for the CSM team.
•    Implement customer success tools and technologies to streamline workflows and enhance the customer experience.
Reporting and Analytics:
•    Track, analyze, and report on key customer success metrics, providing insights into customer health and trends.
•    Provide regular reports and presentations on team performance, customer satisfaction, and business outcomes.
•    Utilize data-driven insights to identify areas for improvement, address challenges, and drive strategic decision-making.
Collaboration and Cross-functional Alignment:
•    Collaborate closely with cross-functional teams, including sales, product, and support, to ensure alignment and seamless customer experience.
•    Foster a culture of collaboration and knowledge-sharing within the CSM team and across the organization.
•    Act as a liaison between customers and internal teams, advocating for customer needs and influencing product/service enhancements

 
What we expect of you: 
•    Bachelor's Degree and 7 years proven experience in Customer Success or Account Management in IT and at least 1 year in Management, OR 
•    11 years proven experience in Customer Success or Account Management in IT, and at least 1 year in Management.
•    2 years experience with Profit and Loss responsibility
•    Strong project and risk management skills
•    Strong IT background in Advanced Technologies
•    Strong leadership and team management skills.
•    Excellent communication, presentation, negotiation, and interpersonal skills.
•    In-depth understanding of managed services