Senior Customer Success Manager

CDW

32d

About The Position

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW. The Senior Customer Success Manager’s (Sr. 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 Sr. 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 enterprise highly complex level, Managed Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The Sr. CSM is not only knowledgeable in their customers’ business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW’s technology solutions providing them with the ability to guide and assist our customers with all of their needs. Additionally, the Sr. 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.

Requirements

Bachelor's Degree plus 5 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience; OR, 9 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 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 and leader, 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 and share knowledge about new technologies and to understand and adapt to market and industry changes
Possess 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
Maintain availability during evenings and weekends to support urgent customer escalations, partnering with internal teams to drive prompt investigation and resolution.
Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites

Nice To Haves

Healthcare experience managing large enterprise accounts, including knowledge of compliance (HIPAA), healthcare IT systems (EHR/EMR), and ability to build strategic relationships with hospital or health system stakeholders, a plus.
Strong understanding of Managed Services or IT, a plus
ITIL Foundation Certification, a plus
Customer Success Certification, a plus
PMP and/or Project Management experiences, a plus
In-depth knowledge of Microsoft Office Suite, a plus
Gainsight experience, a plus
ServiceNow experience, a plus

Responsibilities

Establish a trusted/strategic advisor relationship with each assigned enterprise level customer
Act as the main point of contact for multiple assigned enterprise level 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 enterprise level customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion of highly complex 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 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
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 customers’ 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
Manage escalations for 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 and lead areas for service improvement and work with the appropriate teams to implement necessary changes
Ability to conduct confident conversation and presentations for external (customer) and internal executive stakeholders (C Level, Director, VP)
Lead and drive internal initiatives
Demonstrate Leadership by coaching and mentoring Associate CSM’s and Customer Success Managers
Training new Customer Success team members