Associate Customer Success Manager

Associate Customer Success Manager (ACSM)

The ACM 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.

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 ACM 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 the customer base.

The ACM is expected to be a licensing and entitlement expert in multiple families of technology solutions.

The incumbent operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.

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 services, as well as CDW services.

Engage multiple customers through proactive, open, responsive, and collaborative account management.

Orchestrate and gain strong buy‑in with multiple external and internal teams and be highly connected to solution SMEs throughout the customer’s lifecycle.

Manage software licensing, entitlement, structure, portal(s), conversions, etc.

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.

Develop adoption strategy for new products/features.

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.

Participate in internal projects.

Leverage tools and processes for the Customer Success role.

Continuously improve processes.

Share experience and knowledge of the role with peers and colleagues.

Provide data analysis using customer information, internal data, partner and provider data.

Provide oversight to partners and providers.

Minimum basic requirements:

• Associate 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.
• Ability to balance multiple priorities simultaneously and adapt to changing needs.
• Ability to work well with teams and independently.
• Strong organizational skills and attention to detail.
• Ability to communicate with coworkers at all levels.
• Strong analytical and proactive collaboration skills.
• Ability to continually learn new technology.
• Travel up to 10% or as needed.
• Ability to follow instructions and resolve issues appropriately.
• In‑depth knowledge of Microsoft Office Suite.

Preferred skills, experience, and qualities:

• IT knowledgeable.
• Knowledge of technology, software and licensing programs.
• ITIL Foundation Certification.
• End‑user experience with Salesforce CRM.
• Experience with Gainsight or similar 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:

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard 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.