The Customer Success Manager (CSM) role focuses on post-sale solution adoption. This role is responsible for working with sales, pre-sales, services, and channel 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 CSM develops and maintains strategic relationships with Sales & Services Management of the customers they support and seen as a trusted advisor to grow business.
The CSM is expected to be subject matter expert 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.
Role Overview – Transformational License Agreements/ Enterprise License Agreements
The CSM role will also focus on lifecycle management of collaboration solutions.
Key Areas of Responsibility
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 your aligned solution
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
Navigate easily in traditional complex Enterprise environments
Demonstrates advanced insights and understanding of customers business/industry.
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.
Key Areas of Responsibility – TLA/ELA specific
Identify, define and drive renewals, phased upsell and cross sell opportunities from account base, including the facilitation of change orders, as necessary.
Bachelor’s Degree or equivalent experience
Two-year minimum technical pre-sales or technical architecting experience
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
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