Customer Success Manager - Remote

Overview

The Customer Success Manager at CDW is responsible for advocating for customers, ensuring they achieve their business objectives, and maximizing value from their investments in Managed Services.

In Short

• Act as the main point of contact for mid-tiered customers.
• Develop and execute customer success plans.
• Drive customer satisfaction, adoption, and retention.
• Analyze customer data for insights and improvements.
• Engage with customer executives to measure impact.
• Address customer concerns proactively.
• Collaborate with internal teams to optimize services.
• Identify upselling and cross-selling opportunities.
• Monitor key performance indicators and report results.
• Participate in internal initiatives for service improvement.

Requirements

• Bachelor’s Degree and 3 years of experience in IT relationship management or 7 years of equivalent experience.
• Prior experience in Customer Success or account management.
• Exceptional verbal and written communication skills.
• Ability to manage multiple priorities and adapt to changes.
• Strong analytical and problem-solving skills.
• Understanding of Managed Services and ITIL Foundation Certification preferred.
• Ability to travel up to 10% as needed.
• Proficient in Microsoft Office Suite; Gainsight and ServiceNow experience preferred.

Benefits

• Annual bonus target of 10% subject to terms and conditions.
• Opportunities for professional growth and development.
• Work in a collaborative and supportive environment.
• Access to a comprehensive benefits package.
• Flexible work arrangements.