customer support representative - wholesale

Description The Customer Success Manager (CSM) role focuses on full-stack solution sale and adoption as well as 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 are seen as a trusted advisor who drives business outcomes. The CSM is expected to be subject matter expert in Hyperscale Cloud Services. This position will require presenting and selling CDW?s full stack services capabilities with an emphasis on cloud solutions through customer-facing meetings or events. 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 ? Customer Success Manager, Microsoft This CSM role will also focus on lifecycle management of Microsoft solutions and services. Key Areas of Responsibility Establish a trusted/strategic advisor relationship with each customer to drive full value of our solutions. Work with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their desired outcomes. 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 cloud services through various programs Build robust Cloud related solutions based on competitive and market understanding with CDW services Be a recognized expert and thought leader in the practical application of CDW and Cloud solutions Utilize Ai tools to develop and deliver strategic ?success plans? in collaboration with internal teams to key customers, identifying stakeholders, milestones, metrics, and risks inherent to the journey Ensures customer creates value through defining and achieving business outcomes Gather advanced insights and knowledge of your customers business/industry Escalate critical customer issues and ensure escalation ownership internally Act as the Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams 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 the existing base 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 on 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. Sales Support Offers support for partner programs or other funding/incentive programs, and customer engagement history. Prioritizes time spent on opportunities based on potential return on investment. Produces Bills of Materials, including product maintenance; contributes to Statements of Work, (including work estimates), RFPs, RFIs, and proposal content. Maintai