Associate Customer Success Manager
CDW
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $62,000 - $84,784 per year
Job Level
JuniorMid-Level
Tech Stack
PMPServiceNow
About the role
- Establish a trusted/strategic advisor relationship with a predominantly digital Customer base
- Act as the main point of contact for a group of shared customers, understanding their business objectives, challenges, requirements and strategic
- 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 group of shared customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion and renewal of service
- 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 your aligned solutions to an organization
- 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
- Along with their peers, facilitate regular cadence (monthly/quarterly) for a shared group of customers 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 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
- Identify 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
- Identify and drive customer renewals for a shared group of customers
- Identify areas for service improvement and work with the appropriate teams to implement necessary changes
- Participate in internal initiatives
Requirements
- Associate Degree plus 1 year of experience in IT relationship management, project management or account management; OR 3 years of experience in IT relationship management, project management or account management.
- 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
- 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
- Strong understanding of Managed Services or IT
- ITIL Foundation Certification
- PMP and/or Project Management experiences
- In-depth knowledge of Microsoft Office Suite
- Gainsight experience
- ServiceNow experience.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development
- Bonuses
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT relationship managementproject managementaccount managementanalytical skillsfinancial acumencustomer data analysisupsellingcross-sellingcustomer success planskey performance indicators
Soft skills
verbal communicationwritten communicationpresentation skillsinterpersonal skillsorganizationattention to detailproblem-solvingconflict resolutionself-motivationadaptability
Certifications
ITIL Foundation CertificationPMP