Associate Customer Success Manager

Job description

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. 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. The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team. 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. Engagement with multiple customers through proactive, open, responsive, and collaborative account management. 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. 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. Demonstrates advanced insights and understanding of customers business/industry. Develop adoption strategy for new products / features. Strive to continually drive fas…