Associate Customer Success Manager-Cisco

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.

The Associate Customer Success Manager - Cisco is responsible for engaging with and driving the adoption of Cisco solutions for CDW's most strategic customers. The primary objectives include customer health and retention - all while delivering a world class customer experience.

Key Areas of Responsibility

• Establish a trusted relationship with each assigned customer and drive continued value of our Cisco based solutions.
• Specific identification of phased upsell and cross sell opportunities of Cisco solutions and services, as well as CDW services, including the facilitation of Cisco True Forwards, as necessary.
• 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.
• 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.

Education and/or Experience Qualifications

• Associates Degree in IT, Business or a related field or equivalent experience
• 2 years of experience in IT relationship management, project management or account management
• Prior Customer Success experience or equivalent

Required Qualifications

• 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 Qualifications

• IT knowledgeable
• Knowledge of Cisco technology software and licensing programs
• ITIL Foundation Certification
• End-user experience with SalesForce CRM
• Experience with Gainsight or like Customer Success toolset