Customer Success Manager-Managed Services
Company: CDW LLC.
Location: Los Angeles
Posted on: September 21, 2023
Job 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-info.com/
Salary ranges may be subject to geographic differentials
Date Posted: Aug 28, 2023 Job Category: Engineering Follow us
Learn about #LifeAt CDW , career opportunities and more CDW is an
equal opportunity employer committed to a diverse and inclusive
workplace. View our EEO Statement, Posters and Notices . If you are
an individual that needs assistance inapplying for a position,
please start here .
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Keywords: CDW LLC., Los Angeles , Customer Success Manager-Managed Services, Executive , Los Angeles, California
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