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Senior Customer Success Manager - Digital Velocityat CDW Careers

Job ID: 
22003717
Focus Area: 
Presales Engineering
Date Posted 
Aug 05, 2022
Location: 
Remote, Remote
Employment Type: 
Full-Time

The incumbent in this position is responsible for all aspects of the ongoing customer relationship management of strategic services customers.

This role is responsible for working with sales, pre-sales, services, and portfolio teams to plan and organize customer success strategies. The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers and expanding their use cases.

The Sr. Customer Success Manager (CSM) role focuses on post-sale solution adoption. The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers and expanding their use cases. The CSM develops and maintains strategic relationships with Sales & Services Management of the customers they support and is seen as a trusted advisor to grow business. The Sr. CSM is expected to be conversant in multiple families of 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 CSM role will also focus on lifecycle management of cloud native solutions

 

Key Areas of Responsibility

  • Technology Leadership: Is a passionate learner who demonstrates continuous learning by proactively expanding technical depth in products, solutions, and services.
  • Operates with the perspective and insight that business needs, not just technology, establish the limits on what can be achieved.
  • Recommends services that complement and/or round out proposed solution.
  • Uses team tools, templates, resources, and processes for maximum efficiency, productivity, consistency, and high quality execution.
  • Contributes to the team’s knowledge base and readily shares knowledge with peers.
  • Assists new team members by answering questions and sharing expertise on the tools of the job.
  • Assists new hires by answering questions and sharing information.
  • Be a recognized expert and thought leader in the practical application of your aligned solution
  • Sales: Follows up on implemented solutions and identifies new opportunities that complement the work that was completed.
  • Researches and reviews customer profile information; applies knowledge of the vertical to develop customer intimacy prior to sales calls and/or strategy sessions.
  • Uses various tools to calculate the Total Cost of Ownership and/or Return on Investment and explains to customers and Sales the business value of a solution and its benefits.
  • Uses technology assessments and demos as a sales tool for furthering sales opportunities; identifies cross sell-and/or up-sell opportunities for an engagement, equips/assists Sales to pursue it.
  • Operates in a regular cadence with partners to educate, plan, and execute on joint strategies in collaboration with multiple stakeholders.
  • Understands profit margin and how to increase profitability; works cooperatively with field sales to ensure healthy profitability.
  • Produces marketing-type documents and materials (e.g., presentation) to customer in territory.
  • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solutions.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Advocate customer needs/issues cross-departmentally.
  • Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization.
  • Ensures customer creates value through defining and achieving business outcomes.

Education and/or Experience Qualifications

  • Bachelor’s Degree or equivalent experience
  • Four year minimum technical pre-sales or technical architecting experience
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention

Required Qualifications

  • Proven ability to drive continuous value of solution(s)
  • Experience working with enterprise customers
  • Impeccable written and verbal communication skills
  • Detail oriented and analytical
  • Strong team player but still a self-starter
  • Thrives in a multi-tasking environment and can adjust priorities on the fly
  • Stay up to date on products, applications, technical service, market conditions, competitive activities,advertising, and promotional trends through the reading of pertinent literature, seminars, and online training
  • Knowledge and proven success of engaging and working with sales teams
  • Strong interpersonal and presentation skills, including consulting skills
  • Strong passion for learning and teaching others
  • Ability to think creatively and come up with proactive ideas that will increase sales
  • Proven ability to proactively collaborate and build relationships, take initiative and creatively problem solve
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
  • Proficient in Microsoft office applications
  • Ability and willingness to travel up to 25% or as needed to other CDW locations, meetings and client sites
  • Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize.
  • Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.

Preferred Qualifications

  • IT knowledgeable
  • Demonstrated proficiency in Customer Success relationship management
  • Ability to develop advanced insights and understanding of customers business/industry  
  • Project Management experiences
  • In-depth knowledge of Microsoft Office Suite


COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation.  Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.

 
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