Customer Success Manager

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

📋 Description

• Oversee a portfolio of customers utilizing CDW Lifecycle repair services.

• Act as the main liaison between customers and internal departments.

• Lead the onboarding process for new clients, organizing kickoff meetings, validating the scope, setting expectations, and demonstrating the use of software applications.

• Assist customers in adopting products and services to ensure they achieve their intended use and realize value.

• Be the primary point of contact for designated customer accounts.

• Develop and sustain productive relationships with customer stakeholders.

• Collaborate with internal teams to address customer inquiries, needs, and concerns.

• Proactively update stakeholders on developments, risks, and next steps.

• Daily monitor KPIs and customer sentiment to detect risks and support retention efforts.

• Compile and distribute weekly reports utilizing internal systems, escalated tickets, and service-related data.

• Conduct regular account meetings focused on performance, open issues, and areas for improvement.

• Collaborate with sales to facilitate contract renewals.

• Identify opportunities for additional products or services that align with customer needs and usage.

• Collect, document, and follow up on customer feedback.

• Share trends and insights to aid in service and product enhancements.

• Provide recommendations and feedback on fleet sustainability.

• Track tasks, update their statuses, and provide daily updates in an internal work management system.

• Work together with Customer Success Managers and Project Managers on Customer Success initiatives.

• Mentor and guide other Customer Success Managers.

⛳️ Requirements

• At least 5 years of experience in customer service, customer success, or customer-facing project management; experience in technology is preferred.

• Proven experience with customer escalations, handling challenging conversations, and performing proficiently under stress.

• Experience in managing accounts or service engagements for strategic or enterprise clients.

• Excellent verbal and written communication abilities.

• Background in supporting customer retention, renewals, or account management functions.

• Proficient with standard office productivity software.

• Strong organizational skills and effective time management.

• Capacity to manage multiple customer accounts and priorities simultaneously.

• Willingness to travel up to 10% during peak periods.

• Familiarity with Salesforce, Power BI, Excel, Repair Engine, Trainual, and other necessary systems.

• Eagerness to explore, adapt, and grow with evolving technology and AI tools.

🏝️ Benefits

• 10% annual bonus.

• Comprehensive benefits package (overview provided).

• Flexible remote work options.

• Travel requirement up to 10% during peak times.