Orchestration Customer Success Administrator
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.
Job Summary
The Customer Success Administrator (CSA) role focuses on operational activities within the lifecycle engagement of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to plan, organize and execute key administrative tasks at scale. The incumbent analyzes the environment including customer orders, entitlements and onboarding needs to define and guide the actions necessary to successfully initiate and support the solution lifecycle.
The CSA has strong customer support and strong business coordination skills with a passion for customer service. The CSA helps maintain strategic relationships and service management of the customers they support.
The CSA is expected to be proficient in the licensing and entitlement of 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:
Specific identification of phased upsell and cross-sell opportunities of technology solutions and services, and 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) when presented during the customer’s lifecycle.
Lead and execute required line of business tasks, such as partner required provisioning requests, contract change orders, contract renewals and data entry of customer level information to completion promptly and accurately.
Software Licensing Management Training and Support – entitlement, structure, portal(s), conversions, etc.
Coordinate, plan and execute Customer Onboarding sessions
Support Digital Touch engagements – large scale customer interactions and campaigns
Act as ‘Voice of the Customer’ to advocate customer needs/issues cross-departmentally and vendor partners as appropriate.
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.
Internal project participation.
Skilled in usage and implementation of tools and processes leveraged in the Customer Success role.
Process Improvement: Continually look for ways to improve processes.
Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers
What we expect of you:
Associate's degree, and 2 years of customer services experience, to include 1 year of technology industry experience, OR
4 years of customer service experience, to include 1 year of technology industry experience
Excellent communication skills both verbal and written.
Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
Ability to work well with teams and independently
Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
Develop and maintain positive working relationship with all internal clients and contacts
Ability 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
Ability to continually learn new technology and to keep pace with an ever-changing industry
Ability and willingness to travel up to 5% or as needed to CDW locations
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 multi-task, organize and prioritize.
Ability to apply common sense in performing job.
Ability to understand and follow basic instructions and guidelines.
Ability to understand and resolve issues and escalations appropriately.
In-depth knowledge of Microsoft Office Suite.
IT knowledge is a plus
Knowledge of partner software and licensing programs is a plus
End-user experience with SalesForce CRM is a plus
Experience with Gainsight or like Customer Success toolset is a plus
Pay range: $ 48,0000 - $89,000 depending on experience and skill set
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials #LI-JE2
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
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.
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