Customer Success Manager

2 weeks ago

Toronto, Ontario, Canada CDW Full time
The Customer Success Manager (CSM) role focuses on full-stack solution sale and adoption as well as ongoing customer satisfaction.

This role is responsible for working with sales, solutions, services, and channel teams to plan and organize customer success strategies.

The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers and expanding their use cases.


The CSM develops and maintains strategic relationships with Sales & Services Management of the customers they support and seen as a trusted advisor to grow business.


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


Role Overview - Microsoft solutions and services specific
The CSM role will also focus on lifecycle management of Microsoft solutions and services.

Key Areas of Responsibility

  • Establish a trusted/strategic advisor relationship with each customer and drive continued value of our solutions.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization.
  • Drive adoption and consumption for Microsoft services through various programs
  • Build robust Microsoft related solutions based on competitive and market understanding with CDW services
  • Develop and deliver "success plans" to key customers identifying stakeholders, milestones, metrics, and risks inherent in an implementation.
  • Ensures customer creates value through defining and achieving business outcomes
  • Demonstrates advanced insights and understanding of customers business/industry.
  • Escalate critical customer issues and ensure escalation ownership with internal resources
  • Act as Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams as appropriate.
  • Drive customer readiness for solutions and services as well as updates, ensuring they are aware of and prepared for potential impacts
  • Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in existing accounts
  • Ability to orchestrate and gain strong buyin with multiple external (e.g. Channel Partner) and internal teams (Account Manager, Field Solution Architect, Specialists) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer's lifecycle
  • 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.
  • Identify, define and drive renewals, phased upsell and cross sell opportunities from account base, including the facilitation of change orders, as necessary.
  • Deliver engagement to accelerate customer time to value (e.g. FastTrack services, Do More with Less Workshops, training sessions, webinars).

Sales Support

  • Offers support for partner programs or other funding/incentive programs, and customer engagement history.
  • Prioritizes time spent on opportunities based on potential return on investment.
  • Produces Bills of Materials, including product maintenance; contributes to Statements of Work, (including work estimates), RFPs, RFIs, and proposal content.
  • Independently maintains presales pipeline data, develops creative and/or effective plans, and takes actions to move opportunities to closure.

Minimum Qualifications

  • Bachelor's Degree or equivalent experience
  • Twoyear minimum technical presales or technical architecting experience
  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
  • Experience with Microsoft

Other Requirements

  • Proven ability to drive continuous value of solution(s)
  • Familiarity working with clients of all sizes
  • Impeccable written and verbal communication skills
  • Detail oriented and analytical
  • Strong team player but still a selfstarter
  • Thrives in a multitasking environment and can adjust priorities onthefly.
  • Knowledge and proven success of engaging and working with sales teams
  • Strong interpersonal and presentation skills, including consulting skills
  • Strong passion for learning and teaching others
  • Ability to think creatively and come up with proactive ideas that will increase sales
  • Strong problem solving skills
  • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers
  • Experience with professional services discussions and delivery to customers.
  • Experience with Project Management considered an asset.

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