Senior Client Success Specialist - Azure - Digital Velocity

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.
* Summary
* The Senior Client Success Specialist's (Sr. CSS) primary responsibility is to be a key advocate and partner to our clients and ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Cloud Services. The Sr. CSS will drive client satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional client services. This role is the main point of contact for Managed Cloud Services clients, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The Sr. CSS is not only knowledgeable in their client's business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW's technology solutions providing them the ability to guide and assist our clients with their needs. Additionally, the Sr. CSS will act as a liaison between the client and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others.
Key Areas of Responsibility
* Cultivate trusted advisor relationships with assigned enterprise-level clients, understanding their business objectives, challenges, and strategic outlooks.
* Serve as the main point of contact for multiple clients, addressing their needs, inquiries, and concerns promptly and effectively.
* Maintain comprehensive knowledge of CDW's cloud-managed and managed application services offerings and solutions.
* Proactively develop client case studies, obtain references, and gather client satisfaction feedback related to CDW services.
* Manage the overall relationship with a dedicated portfolio of clients, driving adoption, retention, and expansion of CDW services.
* Stay abreast of industry trends, market dynamics, and competitive landscape to provide strategic guidance to clients.
* Analyze client data to enhance the client experience and drive ROI.
* Collaborate with client executives and stakeholders to track and measure the impact of CDW solutions.
* Advocate for client needs within the organization, collaborating with internal teams to drive product enhancements and service optimizations.
* Monitor and report achievement of critical performance indicators internally and externally to clients' sponsors and executives.
* Establish regular cadence with clients to review progress, success, and concerns.
* Act as CDW's liaison for technical inquiries, surveys, issues, and escalations, coordinating with internal teams for prompt resolution.
* Identify and pursue opportunities for expansion through upselling and cross-selling additional services based on client needs.
* Collaborate with clients to align Managed Services offerings with their evolving needs.
* Drive client renewals for long-term contract renewals, maximizing revenue through strategic positioning of additional solutions.
* Lead areas for service improvement and collaborate with teams to implement necessary changes.
* Conduct confident conversations and presentations for both external clients and internal executive stakeholders.
Education and/or Experience Qualifications
* Bachelor's Degree in IT, Business, Sales, Communication, or Marketing, or equivalent experience.
* 5+ years of experience in IT, relationship management, project management, or account management with a track record of client advocacy and engagement.
* Prior experience in client success or equivalent history of driving client satisfaction, adoption, expansion, retention, and renewals.
Required Qualifications
* Exceptional verbal, written, social, presentation, and interpersonal skills.
* Strong teammate and leader with the ability to work independently as a self-starter.
* Strong understanding of IT services sales cycle and go-to-market mechanisms
* Demonstrable experience in training and mentoring others
* High degree of organization with solid attention to detail.
* Proven ability to create and maintain positive working relationships.
* General knowledge of applications management processes and methodologies.
* Strong analytical skills with a proactive approach to problem-solving.
* Continuous learning mindset with adaptability to market and industry changes.
* Proactive and self-motivated with a results-oriented mindset.
* Strong understanding of financial acumen.
* Willingness to travel up to 10% or as needed to CDW locations or client sites.
* Preferred Qualifications
* Strong understanding of IT, Managed Services and Professional Services
* Strong understanding of one or more public cloud paradigms
* Current AWS Practitioner, Azure Fundamentals, or GCP Foundational certification.
* Strong understanding of Managed Services or IT
* ITIL Foundation Certification
* PMP and/or Project Manage experience.
* Proficiency in Microsoft Office Suite, ServiceNow and Salesforce. Pay range: $90,000 - $ 122,000 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
Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups 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.
Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/)