Senior Customer Success Manager - Managed Services

The Senior Customer Success Manager’s primary responsibility is to be the key advocate and partner to our customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services. The Sr. CSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional customer services. This role is the main point of contact for a dedicated portfolio of enterprise-class,   highly complex   Managed Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The Sr. CSM is not only knowledgeable in their customers’ business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW’s technology solutions - thus providing them with the ability to guide and assist our customers with all their technology and   services   needs. Additionally, the Sr. CSM will function as a liaison between the customer and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others.

Etablish a trusted/strategic advisor relationship with each assigned enterprise level customer   Act as the main point of contact for assigned enterprise level customers, understanding their business   objectives , challenges,   requirements   and strategic outlooks   Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes   Orchestrate and manage the overall relationship with a dedicated portfolio of enterprise level customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion of   highly complex   services and renewal   Stay updated on industry trends, market dynamics, and competitive landscape to   provide   strategic guidance to customers.   Drive customer adoption and   utilization   of managed services to ensure maximum value and ROI.   Analyze customer data to improve customer experience   Engage with customer executives and other influential stakeholders to   identify , define,   track   and measure the overall impact of your aligned solutions to an organization   Proactively address customer concerns and act as an advocate for their needs within the organization   Gather and analyze customer feedback to   identify   trends, insights, and areas of improvement   Share customer insights with internal teams to drive product enhancements and service optimizations   Measure and   monitor   achievement of critical and key performance indicators, reporting both internally to the CDW stakeholders and externally to the customer’s sponsors and executives   Establish regular cadence (weekly/monthly/quarterly) with each assigned customer to review progress,   success   and concerns   Respond to customer inquiries, concerns, and issues in   a timely   and effective manner   Act as CDW’s liaison for technical inquiries,   issues   or escalations; including working with support, product development, service   delivery   and other teams as needed to create solution roadmaps   Manage escalations for critical customer issues internally and work towards their prompt resolution   Coordinate with relevant teams to investigate and resolve technical and operational challenges   Communicate issue status and resolution to customers in a clear and concise manner   Meet or exceed expansion goals by Identifying and pursuing opportunities for expansion through upselling and cross-selling   additional   services based on customer needs and   objectives   partnering with CDW’s sales teams   Collaborate with customers to understand their evolving needs to align our Managed Services offerings accordingly   Meet or exceed renewal goals by