Customer Success Operations Specialist (Cisco)

Description

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.

The CS Operations Specialist is responsible for the data, reporting, and operational cadence that underpin the Customer Success function, ensuring the team's time is spent with customers rather than chasing data and that the practice runs efficiently.
The role combines data consolidation and reporting, operational cadence and governance, and renewal-operations support, while working collaboratively across internal teams - including the EA SME and the Renewals team - to strengthen consumption visibility, renewal readiness, and commercial optimisation.

What Success Looks Like:

• Operational cadence, dashboards, and data hygiene are consistent, dependable, and trusted across the CS portfolio
• Cisco incentive value (LCI/CPI and teaming deal registration) is consistently captured rather than missed
• Cisco EA consumption is monitored against entitlement, giving early visibility of True Forward exposure and avoiding renewal surprises
• Customer engagement is earlier and data-led, with insights reliably converted into action
• Operational cadence, dashboards, and data hygiene are consistent and dependable
• Renewals are registered early, underpinned by structured LCI/CPI and EA consumption tracking

What You Will Do:
1. Data, Segmentation & Reporting

• Consolidate data and produce reporting across the CS portfolio
• Maintain segmentation, reporting, and cadence models
• Maintain data hygiene and dashboards

2. Operational Cadence & Handovers

• Maintain a consistent operational cadence across the CS function
• Ensure consistent handovers, supported by clear RACIs

3. EA Consumption, Renewal Operations & Cisco Incentives

• Monitor Cisco Enterprise Agreement (EA) consumption against entitlement, tracking usage trends and flagging True Forward exposure to the EA SME and CSMs
• Maintain EA consumption reporting and dashboards to support proactive renewal and True Forward readiness
• Track Cisco incentives (LCI/CPI) and support structured incentive capture
• Support teaming renewal deal registration and early renewal registration
• Provide renewal operations support to the CS and Renewals teams

4. Enablement & Advisory Support

• Support the EA SME and CS team with data and operational insight
• Enable earlier, data-led customer engagement

5. Scale & Audit Readiness

• Reduce manual overhead and improve insight-to-action conversion
• Enable scale and audit readiness across CS operations
• Behavioral Competencies
• Analytical and data-driven
• Highly organised, with strong attention to detail
• Process- and improvement-oriented
• Collaborative, enabling CS functions and the EA SME
• Commercially aware, with an eye for incentive and renewal value
• Clear communicator of data and insight
• Reliable and consistent in operational delivery
• Committed to continuous improvement

What We Expect of You:
Required:

• Experience in segmentation and reporting, including data consolidation, dashboards, and data hygiene
• Strong operational cadence and RACI discipline, ensuring consistent handovers and cadence
• Ability to monitor EA consumption, tracking Cisco EA consumption against entitlement to support True Forward readiness and renewal preparation
• Working knowledge of Cisco incentives and deal registration, including LCI/CPI tracking and renewal registration support
• Experience in sales / CS operations, renewals, or reporting / analyst role
• Strong data-handling and reporting skills (e.g. Excel and BI tools)

Desirable:

• Awareness of CS operating models

CDW is committed to being an AI-fluent organization

We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

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.