Associate Customer Success Manager

Associate Customer Success Manager

The Associate Customer Success Manager's 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 ACSM 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 portfolio of Managed Services customers, building strong and trusted relationships to understand their needs and address any issues and concerns. The ACSM 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.

What you will do :

• 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 CDWs 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

What we expect of you :

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDWs AI Applicant Notice.