Customer Success Manager

As a Customer Success Manager (CSM), you will be responsible for understanding customers’ needs, ensuring a satisfactory customer experience, fostering long-term loyalty, and optimizing the value they derive from our products and services. You will play a key role in building strong, lasting relationships with clients/customers. The ideal candidate should have excellent communication skills and a commitment to customer service, satisfaction, and success. If you are a results-oriented professional focused on customer satisfaction, we encourage you to apply for this role. We offer a competitive salary, a collaborative work environment, and comprehensive benefits, including performance bonuses and opportunities for professional development.Key Areas of Responsibility
Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions.
Customer Engagement: Build and maintain strong relationships with customers, serving as their primary point of contact for Cisco-related inquiries and support.
Post-Sales Support: Provide post-sales support to customers, ensuring a smooth transition from purchase to implementation and ongoing usage.
Solution Guidance: Offer strategic and technical guidance to help customers effectively utilize Cisco services, including conducting regular check-ins, reviews, and optimization recommendations.
Customer Success Plans: Develop and execute customer success plans tailored to each client’s unique needs and goals.
Issue Resolution: Proactively identify and resolve customer issues, working closely with internal teams and Cisco support when necessary.
Training and Enablement: Conduct training sessions and workshops to enhance customers’ understanding and usage of Cisco services.
Feedback Loop: Act as a voice of the customer within CDW, providing feedback and insights to improve our Cisco offerings and services.
Metrics and Reporting: Track and report on key success metrics, including customer satisfaction, usage patterns, and adoption rates.YOUR TASKS
Identify, define and drive renewals, phased upsell and cross-sell opportunities from account base, including the facilitation of change orders, as necessary.
Facilitate the Onboard process for new clients and guide them through setup (Smart Account), training, and initial usage of EAWS for successful implementation.
Conduct check-ins and reviews with customers to assess progress, gather feedback, and discuss goals.
Participate in customer adoption and expansion discussions to provide technical guidance
Translate customer business objectives into clear technical requirements and configurations
Identify expansion opportunities based on customer usage, adoption progress, and technical insights
Act as the technical bridge between Account Teams, Pre Sales, and Delivery
Support Sales and CX partners by removing post sales technical burden from presales resources
Ensure consistent communication, ownership, and accountability across internal teams
Identify upselling and cross-selling opportunities.
Manage customer lifecycle and identify optimization areas.
Conduct reviews to ensure product adoption.
Create reports, presentations, and performance insights to show impact – both to customer and CDW.
Facilitate training sessions, workshops, and demonstrations.
Develop customer success playbooks and resources… Management tools - GAINSIGHT
Act as a liaison between customers and internal teams.
Handle customer escalations and ensure prompt resolution.
The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.Minimum Qualifications
Bachelor’s Degree or equivalent experience
Two-year minimum technical pre-sales or technical architecting experience
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
Other Requirements
Proven ability to drive continuous value of solution(s)
Familiarity working with clients of all sizes
Impeccable written and verbal communication skills
Detail oriented and analytical
Strong team player but still a self-starter
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training
Knowledge and proven success of engaging and working with sales teams
Strong interpersonal and presentation skills, including consulting skills
Strong passion for learning and teaching others
Ability to think creatively and come up with proactive ideas that will increase sales
Strong problem solving skills
Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
Proficient in Microsoft office applications
CUSTOMER FOCUS AND QUALITY MANAGEMENT RESPONSIBILITIES:
Each CDW coworker is responsible for maintaining customer focus and conforms to the CDW quality management system. Specific responsibilities include:Periodic reviews of CDW Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement and to conform to these policies and philosophies at all times
During your orientation period, review with your supervisor as needed the quality procedures and operating instructions listed at CDWHOME/ISO9001 intranet site that apply to your specific assignment(s) within the scope of this job position.
And after the orientation period to conform to these procedures and instructions, including any reporting (and/or record keeping) responsibilities.
Report any client problem, or any service outage that may cause potential client problems to your supervisor.
Communicate improvement ideas that you have regarding CDW service quality or client satisfaction per established means.
Each coworker
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