Associate Customer Success Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Build and maintain trusted relationships with assigned clients to enhance the value derived from technology solutions.

• Recognize and pursue phased upselling and cross-selling opportunities for various solutions and services.

• Handle multiple customer relationships through proactive, responsive, and collaborative management of accounts.

• Coordinate internal and external teams, working closely with solution Subject Matter Experts throughout the customer lifecycle.

• Deliver training and support for software licensing management, covering entitlements, structures, portals, and conversions.

• Plan, coordinate, and execute customer onboarding sessions effectively.

• Lead digital engagements, large-scale customer interactions, and campaigns.

• Conduct consultations with customers, manage communications, perform gap analysis, and generate usage reports.

• Represent the customer's voice within internal departments and with vendor partners.

• Create strategies to promote the adoption of new products and features.

• Enhance customer time to value and improve overall customer experiences.

• Facilitate renewals within the assigned customer base.

• Support customers as references to help secure new business.

• Engage in internal projects and initiatives for process enhancement.

• Share knowledge and experiences related to the role with peers and colleagues.

• Conduct data analysis utilizing customer, internal, partner, and provider data.

• Oversee partners and providers effectively.

⛳️ Requirements

• Associate's Degree in IT, Business, or a related field, or equivalent experience.

• 2–5 years of experience in Cisco IT relationship management, project management, or account management.

• Previous Customer Success experience or similar expertise in the technology sector.

• Exceptional verbal and written communication skills, adept at handling IT terminology for diverse customer audiences.

• Capability to manage multiple priorities, adapt to evolving business needs, and meet deadlines.

• Ability to work effectively both independently and as part of a team.

• Strong organizational skills and meticulous attention to detail.

• Excellent analytical, collaborative, relationship-building, initiative, and problem-solving abilities.

• Commitment to continuous learning of new technologies and keeping pace with an evolving industry.

• Willingness to travel up to 10% or as required to CDW locations or client sites.

• Competence in understanding and applying oral and written instructions.

• Ability to articulate thoughts and ideas in clear, understandable language.

• Proficiency in multitasking, organizing, and prioritizing tasks.

• Capacity to apply common sense in job performance.

• Skill in comprehending and adhering to basic instructions and guidelines.

• Competency in understanding and resolving issues and escalations appropriately.

• In-depth knowledge of the Microsoft Office Suite.

• Familiarity with IT concepts.

• Understanding of technology, software, and licensing programs.

• ITIL Foundation Certification is preferred.

• Previous end-user experience with Salesforce CRM is preferred.

• Experience with Gainsight or a similar Customer Success toolset is preferred.

🏝️ Benefits

• Annual bonus target of 25% contingent on terms and conditions of the plan.

• Comprehensive benefits package (details available at https://cdw.benefit-info.com/).

• Flexible remote work arrangement.

• Opportunities for professional growth and development.

• Culture of AI learning and experimentation.