Customer Success Manager - Microsoft

Job Summary

The Customer Success Manager - Microsoft Azure (CSM) acts as the strategic advisor and advocate for customers, supporting them on their cloud journey and driving adoption across all CDW technology spaces. The relationship cultivated by the CSM ensures that CDW understands customer business needs and technical challenges, so CDW can empower the customer to achieve their goals.

The CSM has the requisite technical knowledge, insight, and customer-facing skills to effectively represent our Cloud Services within a customer's environment and drive discussions with Product Managers and Solution Delivery Architects on future managed service or professional service solutions. In addition, the CSM will utilize first- and third-party tools to analyze the customer's cloud environment to ensure they are operationally healthy and efficient and if not, will provide feedback on how to bring them back on track.

What you will do:

• White Glove Service: Primary point of contact for assigned accounts; understand customer business goals and challenges and align CDW approach to fit

• Relationship Maintenance: Recurring cadence calls to review business goals and customer success planning; produce customer success plans in conjunction with the customer; semi-annual call to review invoices, spend, anomalies, and give advice on controlling costs while achieving business goals; drive customer retention and satisfaction (CSAT), as measured via Net Promoter Score

• Advocacy: Serve as an advocate for customers within CDW, representing their needs and providing feedback internally as appropriate; help customers understand their options when dealing with an issue that needs escalation; push for internal process improvement for better efficacy in delighting customers

• Customer Analytics: Identify which existing cloud service provider (CSP) customers are most likely to experience quality of life improvement via additional support and services; produce and make transparent the data necessary per customer to empower CDW and the customer to best address their problem spaces and achieve goals

• Drive Adoption: In the context of accurate customer analytics, recommend appropriate CDW- and Microsoft-driven services; be present for and guide the customer as they pursue any additional contract engagement

• Partner Development: Work with other CDW business areas (PPM, CDW Advisory Solutions, Professional Services) to develop and grow our relationships with our partners and align our services with their products

What we expect of you:

• Bachelor's Degree in IT, business, computer science, a related technical degree or equivalent and 3+ years' experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience. Or, 7+ years' experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience

• Familiarity with at least one public cloud service paradigm; Azure-specific experience and/or an Azure Fundamentals (AZ-900) certification is a plus

• Prior experience in customer success or equivalent history of growing customer satisfaction, adoption, expansion, retention and renewals

• Familiarity with managed services organizational and delivery paradigm

• Strong written and verbal communication skills with the ability to confidently and effectively interact with and present to leadership stakeholders and customers

• Demonstrable organizational skills, attention to detail and solid analytical capability

• Ability and inclination to self-educate as new technology spaces and customer contexts demand it

• Powerful ability and desire to collaborate with and support direct coworkers

• Overwhelming desire to drive transparency and share knowledge