Associate Customer Success Manager

Job Overview

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.

Job Description

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.

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.

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.

Key Responsibilities

• The Associate Customer Success Manager (ACSM) role focuses on lifecycle engagement management of their CDW supported solutions.
• What You Will Do Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions.
• Engagement with multiple customers through proactive, open, responsive, and collaborative account management.
• 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.
• Ensure customers are actively participating as a reference in support of the field winning new business.
• 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.

Required Skills and Qualifications

• The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.
• Strive to continually drive faster “time to value” and improve overall experience for our customers.
• Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
• 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 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 in IT relationship management, project management or account management (Nutanix preferred) 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.
• 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: 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.

Benefits and Perks

• The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.
• ​ 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: 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

CDW is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.