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Associate Customer Success Manager – Managed Servicesat CDW Careers

Job ID: 
21003111
Focus Area: 
Delivery Engineering
Post Date: 
Aug 27, 2021
Location: 
Madison, Wisconsin
Employment Type: 
Full-Time

The incumbent in this position is responsible for providing support to customers purchasing basic / partner services for the CDW Managed Services team as well as service account managers and their customers.

Key Areas of Responsibility

  • Assist service account managers with large customers and other support tasks as needed.
  • Manage support for the designated customer group.
  • Coordinate additions, decommissions and changes as requested by customers and service account managers.
  • Handle customer interaction or requests via phone, email or in person.
  • Maintain accurate documentation as required to provide contracted support.
  • Assure accurate billing (directly or indirectly) and respond to billing questions.

Responsibilities

  • Create work requests and changes in change management system.
  • Act as main point of contact for designated customers for escalated issues.
  • Work closely with all other departments to assure service delivered per contractual agreements

Minimum Qualifications

  • Formal Degree
  • Two years of customer service experience in IT relationship management, project management or account management

Other Related Qualifications

  • Excellent written and verbal communication skills
  • Ability to work well with teams and independently
  • High degree of organization and attention to detail
  • Handle multiple requests within a fast pace environment
  • 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 and problem solving skills
  • Ability to continually learn new technology and to keep pace with an ever-changing industry

Preferred Qualifications

  • IT Knowledgeable
  • ITIL Foundation Certification
  • PMP and/or Project Management experience
  • In-depth knowledge of Microsoft Office Suite
 
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