Customer Success Manager
Ncontracts
Customer Success Manager – Managed Services
CDW
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $68,200 - $97,280 per year
Job Level
Mid-LevelSenior
Tech Stack
PMPServiceNow
About the role
- 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, 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
- 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 and externally
- 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; coordinate with support, product development, service delivery and other teams as needed
- Escalate critical customer issues internally and work towards their prompt resolution
- Meet or exceed expansion and renewal goals by identifying upsell/cross-sell opportunities and driving renewals in partnership with sales
- Identify areas for service improvement and work with the appropriate teams to implement necessary changes
- Participate in internal initiatives
Requirements
- Bachelor’s Degree and 3 years of experience in IT relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience, OR 7 years of experience in IT relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience
- Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, expansion, retention and renewals
- Exceptional verbal, written, social, presentation and interpersonal skills
- 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
- Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
- Ability to continually learn new technologies and to understand and adapt to market and industry changes
- Possess exceptional problem-solving and quick conflict resolution abilities
- 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, preferred
- ITIL Foundation Certification, preferred
- PMP and/or Project Management experiences, preferred
- In-depth knowledge of Microsoft Office Suite, preferred
- Gainsight experience, preferred
- ServiceNow experience, preferred
Benefits
- Annual bonus target of 10% subject to terms and conditions of plan
- Benefits overview: https://cdw.benefit-info.com/
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT relationship managementproject managementaccount managementcustomer successcustomer advocacyanalytical skillsfinancial acumenmanaged servicesupsellcross-sell
Soft skills
verbal communicationwritten communicationpresentation skillsinterpersonal skillsorganizational skillsattention to detailnegotiation skillsproblem-solvingconflict resolutionadaptability
Certifications
ITIL Foundation CertificationPMP
