Microsoft Customer Success Manager

CDW Corporation; Toronto; On-site; CAD 89,000 - 135,000; Full time

Job summary

A leading IT solutions provider in Toronto is seeking a Customer Success Manager to drive cloud services adoption and ensure customer satisfaction. You will establish strategic relationships with clients, manage their goals, and work with internal teams to deliver effective solutions. Ideal candidates have a Bachelor's degree, experience in customer success, and strong communication skills. The role offers a salary range of $65,000 to $97,000, depending on experience.

Qualifications

• Two-year minimum technical pre-sales or technical architecting experience.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction.
• Strong passion for learning and teaching others.

Responsibilities

• Establish a trusted advisor relationship with each customer.
• Drive customer readiness for cloud solutions and services.
• Measure and report the impact of offerings to the customer.

Skills

Customer management

Business consultancy

Cloud services

Communication

Problem solving

Education

Bachelor's Degree or equivalent experience

Tools

AWS

Microsoft Azure

Google Cloud Platform

Microsoft Office

Job description

Overview

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

The Customer Success Manager (CSM) role focuses on full-stack solution sale and adoption as well as ongoing customer satisfaction. This role is responsible for working with sales, solutions, services, and channel teams to plan and organize customer success strategies. The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers and expanding their use cases. The CSM develops and maintains strategic relationships with Sales & Services Management of the customers they support and is seen as a trusted advisor to grow business. The CSM is expected to be a subject matter expert in Hyperscale Cloud Services, and will require presenting and selling CDW's full stack services capabilities with an emphasis on cloud solutions through customer-facing meetings or events. The incumbent operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.

What you'll do

• Establish a trusted / strategic advisor relationship with each customer and drive continued value of our solutions.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization.
• Drive adoption and consumption for cloud services through various programs
• Build robust Cloud related solutions based on competitive and market understanding with CDW services
• Be a recognized expert and thought leader in the practical application of CDW and Cloud solutions
• Develop and deliver "success plans" to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation.
• Ensure customers create value through defining and achieving business outcomes
• Demonstrate advanced insights and understanding of the customer's business / industry.
• Escalate critical customer issues and ensure escalation ownership with internal resources
• Act as Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams as appropriate.
• Drive customer readiness for solutions and services as well as updates, ensuring they are aware of and prepared for potential impacts
• Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in existing accounts
• Ability to orchestrate and gain strong buy-in with multiple external (e.g., Channel Partner) and internal teams (Account Manager, Field Solution Architect, Specialists) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer's lifecycle
• Measure and report the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes.
• Identify, define and drive renewals, phased upsell and cross sell opportunities from account base, including the facilitation of change orders, as necessary.

Sales Support

• Offers support for partner programs or other funding / incentive programs, and customer engagement history.
• Prioritizes time spent on opportunities based on potential return on investment.
• Produces Bills of Materials, including product maintenance; contributes to Statements of Work, (including work estimates), RFPs, RFIs, and proposal content.
• Independently maintains pre-sales pipeline data, develops creative and / or effective plans, and takes actions to move opportunities to closure.

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. Position Descriptions are subject to change.

What you'll need

• 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.
• Experience with AWS, Microsoft, GCP
• 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
• Experience with professional services discussions and delivery to customers.
• Experience with Project Management considered an asset

Pay range : $ 65, 000- $ 97, 000, depending on experience and skill set

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek, and paid on a bi-weekly payroll schedule.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

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.