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Client Success Advisorat CDW Careers

Job ID: 
22005125
Focus Area: 
Inside Sales
Date Posted 
Nov 11, 2022
Location: 
Remote, Remote
Employment Type: 
Full-Time

The Customer Success Advisor is responsible for developing client relationships that promote retention and loyalty; thereby assisting in company sales goals of expansion and growth.  They onboard and educate clients to ensure they are utilizing Inscape services to the best extent possible and drive ongoing adoption, ensure the client is satisfied with the services they receive, and work with appropriate teams to improve upon areas of customer dissatisfaction. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

  • Onboard clients to the Inscape platform, including setup of Inscape services and coordinating a Technical Engineer to be on the onboarding call as needed.
  • Perform Inscape service demonstrations to drive end-user adoption, including on webinars.  Provide insights to clients to ensure they get the most out of the platform with the aim of helping grow our customer base.
  • Drive retention and growth among clients by understanding their business needs and helping them succeed.
  • Maintain a regular communication cadence with clients about their adoption trends, announcements, product information, new features, recommendations, etc.
  • Handle Level 1 Office 365 and Inscape support and escalates to help desk as needed.
  • Contact client after transactions are made in Inscape, after license quantities are increased or decreased at discretion, after a client purchases a subscription with a monthly term, after a new Inscape service sign up, after an Inscape inactivity alert, and when a client gets a purchase limit quota notification.
  • Follow up with clients after support tickets are closed to ensure satisfaction and communicate as needed with support team.
  • Maintain contact list of our clients and utilize our Client Success Tracker to monitor which clients are using our services regularly, entering support tickets, joining our webinars, etc. Proactively reach out to clients to offer assistance.
  • Identify cross-sell/upsell opportunities and transition qualified opportunities to sales teams.
  • Communicate with sales representatives regarding any updates to their assigned accounts.
  • Proactively communicate with net new contact(s) within accounts to ensure continued relationships with overall customer.
  • Identify opportunities for clients to act as advocates (e.g., testimonials, etc.).
  • Maintain a positive work atmosphere by behaving and communicating in a manner conducive to having positive relationships with customers, clients, co-workers, and supervisors.
  • Performs other duties as assigned.
  • Follow all Information Security and Privacy Best Practices and the Acceptable Use Policy.
  • Participate in all required Security and Privacy Training(s) as assigned throughout the year and complete by assigned dates.
  • Notification immediately to Information Security and Privacy Officer of any newly discovered security risks or incidents that have occurred.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.

  • Customer Success Advisors must know the supported product inside and out. They are often called upon to provide technical support to customer or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software based on the customer’s business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the capabilities of Inscape so customers are encouraged to continue using the services.

EDUCATION and/or EXPERIENCE  

  • The ideal candidate will be a highly motivated team player, customer service and detail oriented, possess the ability to multi-task and able to meet deadlines with little supervision in a fast-paced environment.  
  • This individual is expected to demonstrate a willingness to learn and expand his/her knowledge base of the company, industry, and the disciplines of Client Success.
  • BA degree in Marketing and 1-3 years experience in a similar role or the equivalent combination of education and experience.
  • Proficiency with MS Office required.
  • High tech industry experience preferred.  
  • Working knowledge with databases (ex: Sales Force, Dynamics, etc.) a plus.

 

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 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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