Manager of Customer Success

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.

Job Summary

The Manager of Customer Success will focus on the success and retention of our clients and ultimately, driving revenue expansion while leading a team of CS professionals focused on ensuring customers achieve their business goals with the investment they've made with CDW. This role partners with sales, operations, marketing, product and engineering to develop and execute our customer engagements and retention strategies from all angles of the business. Utilizing actionable analytics and leveraging quantitative and qualitative data to drive successful customer outcomes is key for success in this role. The Manager of Customer Success requires exceptional communication skills, customer leadership, team building, a motivational style and analytical skills.

What you will do:

• Execute the business unit's strategy as it aligns with Customer Success methodologies (Land, Adopt, Expand, Retain).
• Execute the future vision of the team and drive the alignment between individual, team, organization, and company goals.
• Develop, refine, and standardize customer success and business unit practices to improve customer outcomes and improve operational efficiency.
• Manage to a set of analytical KPIs that drive the behavior of the team; deliver against quarterly and long-term targets.
• Execute Customer Segmentation models for the business unit, align to team resources accordingly.
• Define requirements for utilization of Customer Success Platform, drive the Customer Success Team's utilization of Platform.
• Hire, lead, and coach a team of Customer Success Managers and supporting roles to deliver on the business unit's strategy.
• Attract and retain talent, with a commitment and passion for growing and developing internal talent.
• Deliver substantive performance feedback and create individual development plans for team members.
• Act as Customer Success stakeholder for cross-functional efforts internally and externally for CDW.
• Enable the team to, and personally establish and cultivate solid working relationships with Customers.
• Collaborate with Sales to help win new business and promote expansion opportunities.
• Collaborate and support cross-functionally with sales, product management, professional services, enablement, support services and other CDW teams to define and optimize the customer journey.
• Assist with the development of new services and solutions that enhance and deliver a full stack customer experience.
• Assist in enforcing organization compliance standards.
• Analyze customer performance data to optimize team performance and enhance customer experience and retention rates.

What we expect of you:

Minimum basic requirements

• Bachelor's degree in Business Management, 5+ years' experience in Customer Success or sales related role, 3+ years' experience mentoring a team that directly works with customers, OR
• 9+ years' experience in a Customer Success or sales related role, 7+ years' experience mentoring a team that directly works with customers.
• Ability to set objectives, create and execute strategies, and track performance.
• Excellent executive-level interpersonal and written communication skills, with the ability to influence customer and internal stakeholders, and effectively navigate difficult situations and mediate to healthy outcomes.
• Strong knowledge of business processes, including sales, marketing, HR, and customer service.
• Experience working with vendors and business partners.
• Ability to travel a minimum of 30%.

Preferred skills, experience, and qualities needed

• Strong understanding of financial acumen a plus.
• Strong project and risk management skills a plus.
• Strong IT background in Advanced Technologies a plus.
• Strong presentation skills a plus.
• Strategic visionary a plus.
• Operationally able to develop, implement and deploy a vision and roadmapa plus.
• Ability to work independentlya plus.
• Applicable Customer Success Management Certifications a plus.
• Pay range: $108,000 - $152,800 depending on experience and skill set
• Annual bonus target of 10% subject to terms and conditions of plan
• Benefits overview: https://cdw.benefit-info.com/
• Salary ranges may be subject to geographic differentials

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.