Senior Customer Success Manager – Managed Services

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $97.5k - $136.4k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Establish trusted, strategic advisor relationships with assigned enterprise-level customers • Serve as the main point of contact for a portfolio of complex Managed Services customers • Understand customer business objectives, challenges, requirements and strategic outlooks • Develop and execute customer success plans • Drive adoption, utilization, satisfaction, retention, renewals and expansion of Managed Services • Stay current on industry trends, market dynamics and competitive landscape to provide strategic guidance • Analyze customer data and feedback to improve customer experience and identify trends and improvement areas • Engage customer executives and stakeholders to define, track and measure solution impact • Advocate for customer needs within CDW and share insights with internal teams • Monitor key performance indicators and report to CDW stakeholders and customer sponsors/executives • Establish weekly, monthly and quarterly customer review cadences • Respond to customer inquiries, concerns and issues • Act as liaison for technical inquiries, issues and escalations across support, product development and service delivery teams • Manage critical escalations and coordinate investigation and resolution of technical and operational challenges • Communicate issue status and resolution clearly to customers • Identify and pursue upselling and cross-selling opportunities in partnership with sales teams • Align Managed Services offerings with evolving customer needs • Drive customer renewals and position relevant additional solutions to maximize revenue • Lead service improvement initiatives and implement necessary changes with appropriate teams • Conduct presentations and conversations with customer and internal executive stakeholders • Lead internal initiatives • Coach and mentor 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 such experience in lieu of the degree • 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 • Ability to prioritize and manage multiple priorities, adapt to changing business needs, and meet deadlines • Ability to work independently and as a strong teammate and leader • Strong organization and attention to detail • Proven ability to create and maintain positive working relationships with customer contacts and internal teams • Ability to communicate effectively with customers and coworkers at all organizational levels • Strong analytical, collaboration, relationship-building, initiative and problem-solving skills • Ability to learn and share knowledge about new technologies and adapt to market and industry changes • Exceptional problem-solving and conflict-resolution abilities • Proactive, self-motivated, results-oriented mindset • Strong financial acumen applied in real-world business scenarios • Ability and willingness to travel up to 10%-20% or as needed to CDW locations or client sites • Strong understanding of Infrastructure Managed Services or 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

🏖️ Benefits

• Annual bonus target of 10% subject to terms and conditions of plan • Benefits package (benefit details provided at https://cdw.benefit-info.com/) • Remote work arrangement • Opportunity to work with evolving technology and AI tools • Supported professional growth and learning environment