Associate Customer Success Manager

The Associate Customer Success Manager (ACSM) role focuses on lifecycle engagement management of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to plan, organize and execute customer success strategies at scale. The incumbent analyzes the environment including customer entitlements and onboarding needs as well as the customer's technology requirements to define and guide the actions to be performed in the solution lifecycle. The ACSM develops and   maintains   strategic relationships to influence service adoption and engagement lifecycle. Throughout the customer journey they aim to achieve a   post sales   trusted advisor relationship with   set   customer base. The ACSM is expected to be a licensing and entitlement expert in multiple families of technology solutions. The incumbent in this role   operates   independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may   benefit   the team.

Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions.   Specific identification of phased upsell and   cross sell   opportunities   of   solutions and services, as well as CDW services.   Engagement with multiple customers through proactive, open, responsive, and collaborative account management.   Ability to orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer’s lifecycle.   Software Licensing Management Training and Support – entitlement, structure, portal(s), conversions, etc.   Manage the overall and ongoing relationship with multiple customers through proactive, open, responsive, and collaborative account management.   Coordinate,   plan   and execute Customer Onboarding sessions   Lead Digital Touch engagements – large scale customer interactions and campaigns   Facilitate frequent customer consultations and communications to strengthen relationships, conduct gap   analysis   and report on usage to promote customer loyalty.   Act as ‘Voice of the Customer’ to advocate customer needs/issues cross-departmentally and vendor partners as   appropriate .   Demonstrates advanced insights and understanding of   customers   business/industry.   Develop adoption strategy for new products / features.   Strive to continually drive faster “time to value” and improve overall experience for our customers.   Leverage CDW solutions and services to drive scale and efficiency internally and with customers to promote collective success.   Drive renewals across assigned customer base.   Ensure customers are actively   participating   as a reference in support of the field winning new business.   Internal project participation.   Skilled in   usage   and implementation of tools and processes   leveraged   in the Customer Success role.   Process Improvement: Continually look for ways to improve processes.   Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers.   Provide data analysis using customer information, Internal data and partner and provider data.   Provide oversight to partners and providers   What We Expect of You   Minimum basic requirements   Associates Degree   in IT, Business or a related field or equivalent experience   2-5 years of experience in IT relationship management, project   management   or account management  (Nutanix preferred) Prior Customer Success experience or equivalent technology area   expertise   Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences   Ability to balance multiple priorities simultaneously and adapt to the changing needs of the