Customer Success Administratorat CDW Careers

The Customer Success Administrator (CSA) role focuses on operational activities within the lifecycle engagement of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to plan, organize and execute key administrative tasks at scale. The incumbent analyzes the environment including customer orders, entitlements and onboarding needs to define and guide the actions necessary to successfully initiate and support the solution lifecycle.

The CSA has strong customer support and strong business coordination skills with a passion for customer service.The CSA helps maintain strategic relationships and service management of the customers they support. 

The CSA is expected to be proficient in the licensing and entitlement of multiple families of technology 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.

Key Areas of Responsibility

• Specific identification of phased upsell and cross sell opportunities of technology solutions and services, as well as 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) when presented during the customer’s lifecycle.
• Lead and execute required line of business tasks, such as partner required provisioning requests, contract change orders, contract renewals and data entry of customer level information to completion in a timely and accurate manner.
• Software Licensing Management Training and Support – entitlement, structure, portal(s), conversions, etc.
• Coordinate, plan and execute Customer Onboarding sessions
• Support Digital Touch engagements – large scale customer interactions and campaigns
• Act as ‘Voice of the Customer’ to advocate customer needs/issues cross-departmentally and vendor partners as appropriate.
• 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.
• 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.

Education and/or Experience Qualifications

• Associates Degree in IT, Business or a related field or equivalent experience
• 2 years of customer service experience
• 1 year of technology industry experience

Required Qualifications

• Excellent communication skills both verbal and written.
• 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
• Develop and maintain positive working relationship with all internal clients and contacts
• Ability to communicate with coworkers at all levels in the organization
• Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
• Ability to continually learn new technology and to keep pace with an ever-changing industry
• Ability and willingness to travel up to 5% or as needed to CDW locations
• 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 understand and resolve issues and escalations appropriately.
• In-depth knowledge of Microsoft Office Suite.

Preferred Qualifications

• IT knowledgeable
• Knowledge of partner software and licensing programs
• End-user experience with SalesForce CRM
• Experience with Gainsight or like Customer Success toolset