Customer Success Manager

Description The Associate Customer Success Manager (ACSM) focuses on lifecycle engagement management of CDW-supported solutions, coordinating across sales, pre-sales, services and channel teams to plan, organize and execute customer success strategies at scale. The ACSM analyzes customer environments, entitlements and onboarding needs, guiding actions throughout the solution lifecycle. They develop and maintain strategic relationships to influence service adoption and engagement lifecycle and aim to become a trusted post-sales advisor for the customer base. The role requires licensing and entitlement expertise across multiple technology solution families and the ability to work independently using standard tools, templates and resources while sharing knowledge with the team. What You Will Do Establish trusted relationships with assigned customers and drive continued value of technology solutions. Identify phased upsell and cross-sell opportunities of solutions and services, including CDW services. Engage multiple customers through proactive, responsive, and collaborative account management. Orchestrate strong buy-in with external and internal teams and maintain connections with solution SMEs throughout the customer lifecycle. Provide software licensing management training and support – entitlement structure, portals, conversions, etc. Coordinate, plan and execute customer onboarding sessions. Lead large-scale digital touch engagements and campaigns. Facilitate frequent customer consultations to strengthen relationships, conduct gap analysis and report on usage to promote loyalty. Act as Voice of the Customer to advocate needs/issues cross-departmentally and with vendor partners. Demonstrate advanced insights and understanding of customers’ business and industry. Develop adoption strategy for new products and features. Drive faster time to value and improve overall customer experience. Leverage CDW solutions and services to drive scale and efficiency internally and with customers. Drive renewals across the assigned customer base. Ensure customers actively participate as references to support field win-new business. Participate in internal projects. Demonstrate skill in usage and implementation of tools and processes leveraged in the role. Continuously seek process improvements. Share experience and knowledge with peers and colleagues to foster growth. Provide data analysis using customer, internal and partner data. Provide oversight to partners and providers. What We Expect of You Associate’s Degree in IT, Business or a related field or equivalent experience. 2-5 years of experience in IT relationship management, project or account management (Nutanix preferred). Prior Customer Success experience or equivalent technology expertise. Excellent verbal and written communication skills, including handling IT terminology with diverse audiences. Ability to balance multiple priorities simultaneously, adapt to changing needs, and meet deadlines. Ability to work well with teams and independently. High degree of organization, attention to detail, and accuracy. Maintain positive working relationships with all internal clients and contacts. Communicate with coworkers at all levels. Strong analytical skills and proactive collaboration, initiative, creative problem solving. Continual learning of new technology and keeping pace with industry changes. Travel up to 10% as needed. Understand, remember, and apply instructions or other information. Organize thoughts and ideas into understandable terminology. Apply common sense in performing job tasks. Preferred Skills, Experience, and Qualities Needed IT knowledge. Knowledge of technology, software and licensing programs. ITIL Foundation Certification. Experience with Salesforce CRM. Experience with Gainsight or similar Customer Success tools. Pay range: $62,000 - $86,910 depending on experience and skill set. Annual bonus target of 25% subject to terms and conditions of the plan. Benefits overview: Salary ranges may be subject to geographic differentials. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. #J-18808-Ljbffr