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    Customer Success Manager-Managed Services - Phoenix, United States - CDW

    CDW
    CDW Phoenix, United States

    2 weeks ago

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    Description
    CDW is an equal opportunity/affirmative action employer committed to a diverse and inclusive workplace.
    If you need assistance in applying for a position, please complete our accommodation request form.
    Customer Success Manager-Managed Services


    The Customer Success Manager's (CSM) primary responsibility is to be the key advocate and partner to our Customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services.

    The CSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional customer services.

    This role is the main point of contact for a dedicated portfolio of mid-tiered, moderately complex Managed Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns.

    The CSM is not only knowledgeable in their customer'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 Customer's with all of their needs.

    Additionally, the CSM will act as a liaison between the customer 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 mid-tiered customer
    Act as the main point of contact for multiple assigned customers, understanding their business objectives, challenges, requirements, and strategic outlooks
    Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes
    Orchestrate and manage the overall relationship with a dedicated portfolio of mid-tiered customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion of services and renewal
    Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic guidance to customers.
    Drive customer adoption and utilization of managed services to ensure maximum value and ROI.
    Analyze customer data to improve the customer experience
    Engage with customer executives and other influential stakeholders to identify, define, track, and measure the overall impact of aligned solutions to an organization
    Proactively address customer concerns and act as an advocate for their needs within the organization.
    Gather and analyze customer feedback to identify trends, insights, and areas of improvement
    Share customer 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 customer's sponsors and executives
    Establish regular cadence (weekly/monthly/quarterly) with each assigned customer to review progress, success, and concerns
    Respond to customer inquiries, concerns, and issues in a timely and effective manner.
    Act as CDW's liaison for technical inquiries, issues, or escalations; including working with support, product development, service delivery and other teams as needed to create solution roadmaps
    Escalate critical customer 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 customers 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 customer needs and objectives partnering with CDW's sales teams
    Collaborate with customers to understand their evolving needs to align our Managed Services offerings accordingly
    Meet or exceed renewal goals by identifying and driving customer renewals for assigned customer that results in long term contract renewals, maximizing revenue by strategically positioning additional relevant solutions
    Identify areas for service improvement and work with the appropriate teams to implement necessary changes
    Participate in internal initiatives
    Education and/or Experience Qualifications
    Bachelor's Degree in IT, Business, Sales, Communication or Marketing or a related field or equivalent experience
    At least three (3) years of experience in IT relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience

    At least three (3) years of experience in Customer Success or equivalent history of growing customer satisfaction, adoption, expansion, retention and renewals within cross brand enterprise accounts.

    Required Qualifications
    Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate. with a diverse customer audience
    Ability to prioritize and manage multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
    Ability to be a strong teammate, while working independently as a self-starter
    Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
    Excellent communication, presentation, and negotiation skills, with the ability to influence and engage senior-level stakeholders.
    Proven ability to create and maintain positive working relationship with all Customer contacts and internal teams
    Ability to effectively communicate with Customers and Coworkers at all levels of the organizations from entry to executive level
    Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve with Customers and all internal teams including cross-functional teams
    Ability to continually learn 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 Managed Services or IT
    ITIL Foundation Certification
    PMP and/or Project Management experiences
    In-depth knowledge of Microsoft Office Suite
    ServiceNow experience

    Salary range:
    $79,047 - $101,142, depending on experience and skill set
    Annual bonus target of 5% subject to terms and conditions of plan

    Benefits overview:
    https://cdw.benefit-Salary ranges may be subject to geographic differentials


    Date Posted:
    Aug 28, 2023

    Job Category:
    Engineering
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