Manage post-sales customer relationships for assigned accounts, driving adoption, renewals, upsell/cross-sell, onboarding, and digital engagements. Coordinate across sales, services, channel teams and SMEs, provide licensing and entitlement expertise, run customer communications and gap analyses, report usage, and improve processes to accelerate time-to-value and customer loyalty.
Description
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.
What You Will Do
* 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 (Cisco) in IT relationship management, project management or account management
* 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 business while meeting deadlines
* Ability to work well with teams and independently
* Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
* Develop and maintain positive working relationship with all internal clients and contacts
* Ability to communicate with coworkers at all levels in the organization
* Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
* Ability to continually learn new technology and to keep pace with an ever-changing industry
* Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
* Ability to understand, remember, and apply oral and/or written instructions or other information.
* Ability to organize thoughts and ideas into understandable terminology.
* Ability to multi-task, organize and prioritize.
* Ability to apply common sense in performing job.
* Ability to understand and follow basic instructions and guidelines.
* Ability to understand and resolve issues and escalations appropriately.
* In-depth knowledge of Microsoft Office Suite. Preferred skills, experience, and qualities needed
* IT knowledgeable
* Knowledge of technology, software and licensing programs
* ITIL Foundation Certification
* End-user experience with Salesforce CRM
* Experience with Gainsight or like Customer Success toolset Pay range: $62,000 - $86,910 depending on experience and skill set Annual bonus target of 25% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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.
What You Will Do
* 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 (Cisco) in IT relationship management, project management or account management
* 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 business while meeting deadlines
* Ability to work well with teams and independently
* Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
* Develop and maintain positive working relationship with all internal clients and contacts
* Ability to communicate with coworkers at all levels in the organization
* Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
* Ability to continually learn new technology and to keep pace with an ever-changing industry
* Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
* Ability to understand, remember, and apply oral and/or written instructions or other information.
* Ability to organize thoughts and ideas into understandable terminology.
* Ability to multi-task, organize and prioritize.
* Ability to apply common sense in performing job.
* Ability to understand and follow basic instructions and guidelines.
* Ability to understand and resolve issues and escalations appropriately.
* In-depth knowledge of Microsoft Office Suite. Preferred skills, experience, and qualities needed
* IT knowledgeable
* Knowledge of technology, software and licensing programs
* ITIL Foundation Certification
* End-user experience with Salesforce CRM
* Experience with Gainsight or like Customer Success toolset Pay range: $62,000 - $86,910 depending on experience and skill set Annual bonus target of 25% subject to terms and conditions of plan Benefits overview: https://cdw.benefit-info.com/ Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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