Senior Customer Success Manager - Managed Services

CDW is a technology solutions provider that helps organizations achieve their goals through technology. The Senior Customer Success Manager serves as the primary advocate and strategic partner for enterprise Managed Services customers, driving satisfaction, adoption, retention, renewals, and expansion. The role manages customer relationships, coordinates internal teams, resolves escalations, analyzes customer feedback and data, and mentors customer success team members.

Responsibilities:

• Etablish a trusted/strategic advisor relationship with each assigned enterprise level customer
• Act as the main point of contact for 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 stakeholders and externally to the 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
• 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 customers that results in long term contract renewals, maximizing revenue by strategically positioning additional relevant solutions from Managed Services as well as elsewhere within CDW’s portfolio
• Identify and lead areas for service improvement and work with the appropriate teams to implement necessary changes
• Ability to conduct confident conversations 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 CSMs and Customer Success Managers

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 relationships 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 solve problems 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 financial acumen with the experience of applying that knowledge in real-world business scenarios
• Ability and willingness to travel up to 10%-20% or as needed to other CDW locations or client sites
• Strong understanding of Infrastructure Managed Services or a related IT service delivery model, is a plus
• Experience managing large enterprise accounts in healthcare, manufacturing, or financial services, is a plus
• ITIL Foundation certification, is a plus
• Customer success certification, is a plus
• PMP certification and/or Project Management experience, is a plus
• Gainsight experience, is a plus
• ServiceNow experience, is a plus