Associate Customer Success Manager - NE
About the role
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.
Responsibilities
- 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.
- 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.
- Cook up 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.
- Demonstrate advanced insights and understanding of customers' business/industry.
- Develop adoption strategy for new products/features.
- Strive to continually 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.
- Internal project participation.
- Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
Qualifications
- Associates Degree in IT, Business or a related field or equivalent experience.
- 2-5 years of experience (Cisco) in IT relationship management, project management or account management.
- Prior Customer Success experience or equivalent technology area expertise.
- Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences.
- Able to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines.
- Able to work well with teams and independently.
- Develop and maintain positive working relationship with all internal clients and contacts.
- Able to communicate with coworkers at all levels in the organization.
- Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve.
- Able to continually learn new technology and to keep pace with an ever-changing industry.
- Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites.
- Ability to understand, remember, and apply oral and/or written instructions or other information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to multitask, organize and prioritize.
- Ability to apply common sense in performing job.
- Ability to understand and resolve issues and escalations 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 like Customer Success toolset.
What We Expect Of You
- Minimum basic requirements.
- Associates Degree in IT, Business or a related field or equivalent experience.
- 2-5 years of experience (Cisco) in IT relationship management, project management or account management.
- Prior Customer Success experience or equivalent technology area expertise.
- Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences.
- Able to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines.
- Able to work well with teams and independently.
- Develop and maintain positive working relationship with all internal clients and contacts.
- Able to communicate with coworkers at all levels in the organization.
- Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve.
- Able to continually learn new technology and to keep pace with an ever-changing industry.
- Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites.
- Ability to understand, remember, and apply oral and/or written instructions or other information.
- Ability to organize thoughts and ideas into understandable terminology.
- Ability to multitask, organize and prioritize.
- Ability to apply common sense in performing job.
- Ability to understand and resolve issues and escalations appropriately.
- In-depth knowledge of Microsoft Office Suite.
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
https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what’s possible through technology. What makes CDW different isn’t just what we do—it’s how we do it. At CDW we act as one—building trust, speaking candidly, and working together to achieve more. We play to win—focusing on what matters most and delivering for our customers. And we think forward—staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That’s why we think of ourselves as coworkers, not just employees—working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what’s next. Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards 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.