The Customer Success Manager (CSM) Cisco role focuses on post-sale solution adoption and 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 CSM is expected to be subject matter expert in multiple families of Cisco 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.
Role Overview Cisco Networking, Collaboration, and Security Solutions (NCS) specific
The CSM role will also focus on lifecycle management of these solutions
What you will do :
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 Azure services through various programs
Build robust Azure solutions based on competitive and market understanding with CDW services partners
Be a recognized expert and thought leader in the practical application of Microsoft Azure solutions
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 buy-in 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.
Must Have :
Bachelor’s Degree or equivalent experience
Two-year minimum technical pre-sales or technical architecting experience
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
Experience with Cisco solutions
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 self-starter
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training
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
Proficient in Cisco applications
Experience with professional services discussions and delivery to customers.
Experience with Project Management considered an asset.
Who we are :
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom.
Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups to international conglomerates.
With the breadth of products and services we offer, there is no request too big or too small.
What you can expect from us : Culture, coworkers, careers.
CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way.
Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together.
At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with.
Bring your best true self and your best ideas to CDW. Because diverse perspectives bring forth better problem solving and better solutions for our customers on a rapidly evolving technology landscape.
The well-being of our employees is essential to us. CDW offers a comprehensive benefits package, which includes health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, RRSP / DPSP and DPSP match, tuition reimbursement, coworker discounts and other generous perks.