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 (ACSM) role focuses on lifecycle engagement management of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to plan, organize and execute customer success strategies at scale. The incumbent analyzes the environment including customer entitlements and onboarding needs and the customer's technology requirements to define and guide the actions to be performed in the solution lifecycle.  

The Associate Customer Success Manager develops and maintains strategic relationships to influence service adoption and engagement lifecycle. Throughout the customer journey they aim to achieve a post sale trusted advisor relationship with set customer base.  The ACSM is expected to be a licensing and entitlement expert in multiple families of technology solutions.  

What you will do:

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

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

• Engagement 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. 

• Software Licensing Management Training and Support – entitlement, structure, portal(s), conversions, etc. 

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

• Coordinate, plan and execute Customer Onboarding sessions. 

• Lead Digital Touch engagements – large scale customer interactions and campaigns. 

• Facilitate frequent customer consultations and communications to strengthen relationships, conduct gap analysis and report on usage to promote customer loyalty. 

• 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. 

• 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. 

• Drive renewals across assigned customer base. 

• Ensure customers are actively participating in support of the field-winning new business. 

• Internal project participation. 

• Skilled in usage and implementation of tools and processes leveraged in the Customer Success 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. 

• Provide data analysis using customer information, Internal data and partner and provider data. 

• Provide oversight to partners and providers. 

What we expect of you:

• Associate's degree, and 2- years of experience (dependent on specified Partner line of business/technology area) in IT relationship management, project management or account management, OR 

• 4-7 years of experience (dependent on specified Partner line of business/technology are) in IT relationship management, project management or account management. 

• Prior Customer Success experience or equivalent technology area expertise. 

• Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences. 

• Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines. 

• Ability to work well with teams and independently. 

• Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy.