Senior Support Services Advisor

Overview

Description

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.

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.

Job Summary

The Sr. Support Services Advisor role focuses on maximizing customer value and accelerated adoption of their CDW Technology Support (CTS) solutions. This role coordinates across sales, pre-sales, services, and channel teams to lead customer success strategies. The Sr. SSA analyzes the environment including customer expectations and business goals as well as the customer's technology requirements to define and guide the actions to be performed in the solution lifecycle.

The Sr. SSA develops and maintains strategic relationships to influence service adoption, service expansion and engagement lifecycle. Throughout the customer journey they aim to achieve a post-sale trusted advisor relationship with set customer base.

The Sr. SSA is expected to be a subject matter expert in multiple families of technology solutions.

The Sr. SSA in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.

The Sr. SSA is responsible for driving the adoption and value realization of solutions for CDW's most strategic customers. The primary objectives include customer health, retention, and expansion - all while delivering a world class customer experience.

What you will do

• Establish a trusted / strategic advisor relationship with each assigned customer and drive continued value of our solutions.
• Specific identification of phased upsell and cross sell opportunities of solutions and services, as well as CDW services.
• Manage the overall and ongoing relationship with multiple customers through proactive, open, responsive, and collaborative account management.
• Ability to orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer's lifecycle.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Develop and deliver 'success plans' to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation.
• Engage with customer executives and other influential stakeholders to identify, define, track, and measure the overall impact of your aligned solutions to an organization.
• Facilitate frequent customer consultations to strengthen relationships, conduct gap analysis, report on usage & lead value realization discussions.
• Establish a common understanding with the customer for the ROI they are receiving from CDW provided solutions as the strategy is executed.
• Measure and report the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes.
• Act as 'Voice of the Customer' to advocate customer needs / issues cross-departmentally and vendor partners as appropriate.
• Demonstrates advanced insights and understanding of customers business / industry.
• Develop adoption strategy for new products / features of other CTS offerings.
• Strive to continually drive faster "time to value" and improve overall experience for our customers.
• Leverage CDW solutions and services to drive scale and efficiency internally and with customers to promote collective success.
• Partner with the sales organization in select competitive sales cycles to drive revenue opportunities in existing account base.
• Drive renewals across assigned customer base.
• Ensure customers are actively participating as a reference in support of the field winning new business.
• Internal project participation.
• Skilled in usage and implementation of tools and processes leveraged in the SSA - CTS role.
• Process Improvement : Continually look for ways to improve processes.
• Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization's ability to deliver value to our customers.
• Promotes a culture of knowledge sharing and collaboration amongst the team; communicates changes or enhancements to products, solutions, procedures, plans, and approaches.
• Understand and follow the LAER customer success model.
• Communicates with Renewals support team members on necessary contract changes (adds / moves / deletions) requested by customer and ensures the support team is aware of relevant customer issues.
• Works with customers and prospects to gather data on their current installed environment, such as but not limited to devices and locations, current maintenance agreements, and equipment nearing end-of-support.
• Facilitates and hosts client facing joint business review (JBR) presentations. Includes establishing a cadence for JBRs, preparing client facing presentations, and presenting to clients.
• Customer Satisfaction concerns (more meetings with client and internal meetings.).
• Provides a Single Point of Contact for Questions and Escalations (Brand).
• Ensures problems are getting resolved for sellers and their customers (brand) including ticket escalation support and port-mortem reviews.
• Partner asset management
• RENEW - Has Proactive Renewal Conversations with selling team and their customers.
• RENEW - communication / follow up with Seller and Quoting team.
• User record review and data updates.
• Ensure that there is a consistent client experience when it comes to CTS support, CTS reporting and CTS joint business reviews.
• Various reporting and analysis.
• Oversee and advise on continued development of strategic tools supporting the business (i.e., SMART Tracker, Renewal Manager, CTS tracking tools, Smart, Salesforce etc.).
• Participate in floor days and other marketing activities.
• Advise all parties in Training credits, Cisco Cap, deal registration, and Deal ID's

Qualifications

Pay range : $ 76,400 - $ 100,400, depending on experience and skill set

Annual bonus target of 25% subject to terms and conditions of plan

Benefits overview : https : / / cdw.benefit-info.com /

Salary ranges may be subject to geographic differentials

About us

We make technology work so people can do great things.

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 committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, genetic information, gender identity, sexual orientation, citizenship status, protected veteran status or any other characteristic protected by law.

Job Attributes

We make technology work so people can do great things.

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.

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