Customer Success Manager

CDW is a leading multi-brand provider of information technology solutions. As a Customer Success Manager, you will be responsible for managing client relationships, ensuring satisfaction, and identifying new business opportunities while acting as a liaison for Mission Cloud services.

Responsibilities:

• Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager
• Ensure customer contractual requirements are met
• Present Success Plans to showcase Mission Cloud's service value and discuss customer concerns or opportunities
• Facilitate customer renewal and customer concession negotiations to ensure long-term adoption of Mission Cloud services
• Be a customer advocate with Mission Cloud internally; represent customer interests to the Mission Cloud team and bring customer feedback to Service Delivery and Product
• Troubleshoot and provide solutions for customer issues and escalations, including discussing billing, invoices, and Mission Cloud services, escalating as necessary
• Facilitate cross-departmental communication about customer issues, including calls with leadership
• Identify cross sell/up sell opportunities, present on new or upcoming services to customers, and ensure correct teams are engaged
• Track customer satisfaction and take steps to reduce the risk of churn; help support Mission Cloud’s overall Net Promoter Score (NPS)
• Maintain knowledge of current Mission Cloud services; understand how services work and how they interact with each other
• Keep CRM system updated to illustrate engagement levels and Mission Cloud's value add

Requirements:

• Experience working in customer success or a related function, such as B2B sales and account management, especially in technical consulting or SaaS industries preferred
• Ability to be a customer advocate in a high-growth business environment
• Ability to manage customer agreements including renewal cycles as well as cross-sell and upsell opportunities
• Ability to give presentations to internal and external audiences through Google Slides or Powerpoint
• Ability to work in a customer service oriented environment
• Ability to travel (less than 10%)
• AWS Cloud Practitioner certification (required within 60 days of employment)