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Customer Success Manager - Digital Velocityat CDW Careers

Job ID: 
22004116
Focus Area: 
Technical Sales
Date Posted 
Sep 21, 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 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 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

  • Identify, define and drive phased upsell and cross sell opportunities from the DV account base, including the facilitation of additional scopes of work and identification of subject matter experts (SME) to further opportunities as necessary.
  • 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.
  • Be a recognized expert and thought leader in the practical application of cloud native aligned solutions
  • Develop and deliver “success plans” to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation.
  • Ensures customer creates value through defining and achieving business outcomes
  • Escalate critical customer issues and ensure escalation ownership with internal resources
  • Act as Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams as appropriate.
  • Ensure customers are actively participating as a reference in support of the field winning new business
  • Drive customer readiness for service updates, ensuring they are aware of and prepared for potential impacts
  • Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in new and existing accounts
  • Ability to orchestrate and gain strong buy-in with multiple external (e.g. Channel Partner) and internal teams (Account Manager, Field Solution Architect, Customer Engagement Manager) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle
  • Measure and the 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.
  • 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

Education and/or Skill-Set Qualifications

  • Bachelor’s Degree or equivalent experience
  • Prior experience in consulting and complex solution development to drive customer outcomes
  • 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)
  • Familiarity working with clients of all sizes
  • 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
  • Strong problem-solving skills 
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
  • Proficient in Microsoft office applications

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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