Customer Success Strategist: Lifecycle & Licensing

CO1001 CDW Direct, LLC; Illinois; Hybrid; USD 62,000 - 87,000; Full time

Job summary

CDW is seeking an Associate Customer Success Manager (ACSM) to manage lifecycle engagements for CDW-supported solutions in the United States, primarily Illinois. You will coordinate with sales, pre-sales, services, and channel teams to plan, organize, and execute customer success strategies at scale, becoming a licensing and entitlement expert across multiple technology families.

You will establish trusted relationships, drive ongoing value, orchestrate onboarding sessions, lead digital

Qualifications

• Associates Degree in IT, Business or a 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, including IT terminology with diverse audiences.
• Ability to balance multiple priorities and adapt to changing business needs while meeting deadlines.
• Ability to work well with teams and independently.
• Strong organizational skills and attention to detail.
• Ability to communicate with coworkers at all levels in the organization.
• Strong analytical skills and initiative.
• Willingness to travel up to 10% to other CDW locations or client sites.
• Knowledge of Microsoft Office Suite.

Responsibilities

• Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions.
• Identify phased upsell and cross-sell opportunities of solutions and CDW services.
• Engage with multiple customers through proactive, open, responsive, and collaborative account management.
• Coordinate with internal SMEs throughout the customer’s lifecycle.
• Manage Software Licensing Management Training and Support – entitlement, structure, portals, conversions, etc.
• Oversee the ongoing relationship with multiple customers via proactive account management.
• Plan and execute Customer Onboarding sessions.
• Lead Digital Touch engagements and large-scale customer interactions.
• Facilitate frequent customer consultations, report on usage, and promote loyalty.
• Advocate customer needs cross-departmentally and with vendor partners.
• Develop adoption strategy for new products/features.
• Drive faster time-to-value and improve overall customer experience.
• Leverage CDW solutions to drive scale and efficiency.
• Drive renewals across the assigned customer base.
• Encourage customers to participate as references to support new business.
• Participate in internal projects.
• Use tools and processes relevant to Customer Success.

Skills

Relationship management

Project management

Account management

Communication

Education

Associates Degree in IT, Business or related field

Tools

Salesforce CRM

Gainsight

Microsoft Office Suite

Job description

CDW is seeking an Associate Customer Success Manager (ACSM) to manage lifecycle engagements for CDW-supported solutions in the United States, primarily Illinois. You will coordinate with sales, pre-sales, services, and channel teams to plan, organize, and execute customer success strategies at scale, becoming a licensing and entitlement expert across multiple technology families.

You will establish trusted relationships, drive ongoing value, orchestrate onboarding sessions, lead digital