Client Success Specialist - Azure - Digital Velocityat CDW Careers
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Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.
Summary
The Client Success Specialist’s (CSS) primary responsibility is to be a key advocate and partner to our clients and ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Cloud Services. The CSS will drive client satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional client services. This role is the main point of contact for Managed Cloud Services clients, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The CSS is not only knowledgeable in their client’s business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW’s technology solutions providing them the ability to guide and assist our client’s with their needs. Additionally, the CSS will act as a liaison between the client and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others.
Key Areas of Responsibility
Establish a trusted/strategic advisor relationship with each assigned enterprise level client
Act as the main point of contact for multiple assigned clients, understanding their business objectives, challenges, requirements and strategic outlooks
Maintain a thorough understanding of cloud-managed, managed application and professional services offerings and solutions
Actively develop and obtain client case studies and references
Actively obtain client satisfaction surveys related to the CDW services delivered
Orchestrate and manage the overall relationship with a dedicated portfolio of enterprise level clients, which will include, but is not limited to, driving adoption, ensuring retention, expansion of CDW services and renewal
Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic guidance to clients
Drive client adoption and utilization of managed cloud services to ensure maximum value and ROI.
Analyze client data to improve the client experience
Engage with client executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization
Proactively address client concerns and act as an advocate for their needs within the organization
Share client insights with internal teams to drive product enhancements and service optimizations
Measure and monitor achievement of critical and key performance indicators, reporting both internally to the CDW’s stakeholders and teams and externally to client’s sponsors and executives
Establish regular cadence – weekly, monthly or quarterly – with each assigned client to review progress, success and concerns
Respond to client inquiries, concerns, and issues in a timely and effective manner
Act as CDW’s liaison for technical inquiries, client satisfaction surveys, issues or escalations; including working with support, product development, service delivery and other teams as needed to create solution roadmaps
Manage escalations for critical client issues internally and work towards their prompt resolution
Coordinate with relevant teams to investigate and resolve technical and operational challenges
Communicate issue status and resolution to clients in a clear and concise manner
Meet or exceed expansion goals by Identifying and pursuing opportunities for expansion through upselling and cross-selling additional services based on client needs and objectives partnering with CDW’s sales teams
Collaborate with clients to understand their evolving needs to align our managed cloud services offerings accordingly
Meet or exceed renewal goals by identifying and driving client renewals for assigned client that results in long term contract renewals, maximizing revenue by strategically positioning additional relevant solutions
Identify and lead areas for service improvement and work with the appropriate teams to implement necessary changes
Ability to conduct confident conversation and presentations for external (client) and internal executive stakeholders
Education and/or Experience Qualifications
Bachelor's Degree in IT, Business, Sales, Communication or Marketing or a related field or equivalent experience
5 years of experience in IT, relationship management, project management or account management of multiple clients with direct client advocacy and engagement experience
Prior experience in client success or equivalent history of growing client satisfaction, adoption, expansion, retention and renewals
Required Qualifications
Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse client audience and internal coworkers
Ability to be a strong teammate and leader, while working independently as a self-starter
Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
Proven ability to create and maintain positive working relationship with all client contacts and internal teams
General knowledge of applications management processes and methodologies
Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve with clients and all internal teams including cross-functional teams
Ability to continually learn and share knowledge about new technologies and to understand and adapt to market and industry changes
Posses exceptional problem-solving and quick conflict resolution abilities
Demonstrated nature of being proactive and self-motivated with a results-oriented mindset
Strong understanding of financial acumen with the experience of applying that knowledge in real world business scenarios
Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
Preferred Qualifications
Strong understanding of IT, Managed Services and Professional Services
Strong understanding of one or more public cloud paradigms
Current AWS Practitioner, Azure Fundamentals or GCP Foundational certification
ITIL Foundation Certification
PMP and/or Project Management experiences
In-depth knowledge of Microsoft Office Suite
ServiceNow experience
Salesforce experience
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: https://cdw.benefit-info.com/
