Description

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.

As the manager responsible for leading a high-performing team of seasoned Customer Success Managers, operations specialists, and Customer Success Program Managers, you will bring expertise in cloud adoption, program delivery management practices, and technology trends. Your focus will be to mature processes across all solutions and services, enhance customer satisfaction, and drive accountability, efficiency, and a continual learning culture. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth.
We'll look to you to perform critical technology business management functions in support of our growing business as you join and partner with some of the most dynamic, strategic, and talented professionals working in IT today.

What you'll do

• Support the development of the Customer Success team's journey to becoming the COOs within our account teams, identifying, proposing, orchestrating, and delivering both free and fee-based services that enable customers to achieve their business and IT transformation goals
• Establish trusted/strategic advisor relationships with key customers and drive continued value of our solutions
• Work with customers to establish critical goals, or other KPIs, and aid customer and CDW in achieving those goals
• Identify, define, track, and measure the overall impact of solutions on an organization
• Develop customer success maps for key customers, identify stakeholders, milestones, metrics, and risks
• Lead the NPS Program and act as an escalation point for critical issues and ensure ownership with internal resources to drive resolution
• 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
• Drive continuous improvement by analyzing key metrics holistically across the customer base and lead the post-mortem program for Services lessons learned
• Stay abreast of industry best practices through research, conferences, training seminars, and participation in professional associations

Sales and Customer Engagement

• Partner with the Sales organization to drive revenue opportunities in existing accounts, drive expansion as appropriate

Leadership and Management

• Run a large business in a predictable way, meeting key performance metrics and removing obstacles to the teams' success
• Partner with all required internal and external stakeholders to drive CSM role clarity, account coverage, project assignment and effective cross-team collaboration
• Drive operational excellence, including timely consumption opportunity management, high-quality reporting and insights, growth with fulfilling Support contractual obligations and delivery portfolio health
• Coach and enable CSMs to accelerate time to value for customers
• Ensure your teams deliver high quality outcomes, in collaboration with stakeholders such as the AMs, Sas and the rest of the Customer Success Unit (CSU)
• Set a clear bar for excellence. Build a high-performing team that is diverse and inclusive
• Serve as the primary leadership point of accountability and/or escalation
• Hire, onboard, develop, coach, mentor and evaluate Customer Success Team members.

What you'll need:

• To be effective as the Leader of our customer success team, you have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.
• Bachelor degree in business, computer science, a related technical degree or equivalent.
• 5+ years of experience in people management, technical sales, consultative or program delivery required. Demonstrated capability in managing complex organization, projects and support engagements required.
• Previous account management, revenue management and forecasting experience preferred.
• Experience developing and managing business partnerships
• Ability to effectively collaborate with others
• Strong communication skills, both oral and written
• Strong listening, negotiation, and closing skills
• Strong information monitoring and analysis as well as comprehension of business metrics
• Strong decision-making skills
• Ability to plan, organize, and drive for results
• Demonstrated knowledge of the IT industry and technology
• Demonstrated performance and talent management
• Strong customer focus orientation
• Ability to communicate and facilitate change by motivating and influencing others not in a direct reporting capacity
• Five years' experience with various software technologies, software licensing and the software channel

Pay range: $ 73,000 - $ 94,000, 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.

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.