Associate Customer Success Manager: Licensing & Onboarding

CDW; Springfield (IL); On-site; USD 62,000 - 87,000; Full time

Job summary

CDW in the United States is seeking an Associate Customer Success Manager to manage lifecycle engagement for supported solutions. You will coordinate with sales, pre-sales, services, and channel teams to plan and execute customer success strategies at scale, driving value and renewals.

The role emphasizes licensing and entitlement expertise, building trusted advisor relationships, onboarding, and ongoing adoption.

Qualifications

• Associates Degree in IT, Business or related field or equivalent experience.
• 2-5 years of experience 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.
• 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 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.

Responsibilities

• 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 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

Skills

Relationship management

Project management

Account management

Communication skills

Team collaboration

Education

Associates Degree in IT/Business or related field

Tools

Salesforce CRM

Gainsight

Microsoft Office Suite

Job description

CDW in the United States is seeking an Associate Customer Success Manager to manage lifecycle engagement for supported solutions. You will coordinate with sales, pre-sales, services, and channel teams to plan and execute customer success strategies at scale, driving value and renewals.

The role emphasizes licensing and entitlement expertise, building trusted advisor relationships, onboarding, and ongoing adoption.