Senior Customer Success Manager – Managed Services

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

📋 Description

• Build and maintain trusted, strategic advisor relationships with assigned enterprise-level clients.

• Act as the primary contact for a portfolio of intricate Managed Services clients.

• Comprehend customer business objectives, challenges, requirements, and strategic visions.

• Formulate and implement customer success strategies.

• Promote adoption, utilization, satisfaction, retention, renewals, and growth of Managed Services.

• Keep abreast of industry trends, market dynamics, and the competitive landscape to deliver strategic advice.

• Evaluate customer data and feedback to enhance customer experience and identify trends and areas for improvement.

• Collaborate with customer executives and stakeholders to define, track, and measure solution impact.

• Champion customer needs within CDW and relay insights to internal teams.

• Track key performance indicators and report to CDW stakeholders and customer executives.

• Establish weekly, monthly, and quarterly customer review schedules.

• Address customer inquiries, concerns, and issues promptly.

• Serve as a liaison for technical inquiries, issues, and escalations among support, product development, and service delivery teams.

• Manage critical escalations and coordinate the investigation and resolution of technical and operational challenges.

• Clearly communicate issue status and resolutions to customers.

• Identify and pursue upselling and cross-selling opportunities in collaboration with sales teams.

• Align Managed Services offerings with the evolving needs of customers.

• Drive customer renewals and position relevant additional solutions to maximize revenue.

• Lead service improvement initiatives and implement necessary changes with relevant teams.

• Conduct presentations and discussions with customer and internal executive stakeholders.

• Spearhead internal initiatives.

• Mentor and coach 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 a proven history of enhancing customer satisfaction, adoption, expansion, retention, and renewals.

• Outstanding verbal, written, social, presentation, and interpersonal skills.

• Ability to prioritize and manage multiple tasks, adapt to changing business needs, and meet deadlines.

• Capability to work independently as well as collaboratively as a strong teammate and leader.

• Excellent organizational skills and attention to detail.

• Proven track record of fostering positive working relationships with customer contacts and internal teams.

• Ability to communicate effectively with customers and colleagues at all organizational levels.

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

• Ability to learn and share knowledge about new technologies and adapt to market and industry changes.

• Exceptional problem-solving and conflict-resolution capabilities.

• Proactive, self-motivated, results-driven mindset.

• Strong financial acumen applied in real-world business situations.

• Willingness to travel 10%-20% as needed to CDW locations or client sites.

• Solid understanding of Infrastructure Managed Services or related IT service delivery models is advantageous.

• Experience in 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.

• Experience with Gainsight is a plus.

• ServiceNow experience is a plus.

🏝️ Benefits

• Annual bonus target of 10% subject to terms and conditions of the plan.

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

• Flexible remote work arrangement.

• Opportunity to engage with evolving technology and AI tools.

• Supportive professional growth and learning environment.