Senior Customer Success Manager, Healthcare

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 Senior Customer Success Manager's (Sr. CSM) primary responsibility is to be the key advocate and partner to our customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services. The Sr. CSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the delivery of exceptional customer services. This role is the main point of contact for a dedicated portfolio of enterprise highly complex level, Managed Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The Sr. CSM is not only knowledgeable in their customers' business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW's technology solutions providing them with the ability to guide and assist our customers with all of their needs. Additionally, the Sr. CSM will act as a liaison between the customer and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others.
What you will do:
* Establish a trusted/strategic advisor relationship with each assigned enterprise level customer
* Act as the main point of contact for multiple assigned enterprise level customers, understanding their business objectives, challenges, requirements and strategic outlooks
* Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes
* Orchestrate and manage the overall relationship with a dedicated portfolio of enterprise level customers, which will include, but is not limited to, driving adoption, ensuring retention, expansion of highly complex services and renewal
* Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic guidance to customers.
* Drive customer adoption and utilization of managed services to ensure maximum value and ROI.
* Analyze customer data to improve customer experience
* Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization
* Proactively address customer concerns and act as an advocate for their needs within the organization.
* Gather and analyze customer feedback to identify trends, insights, and areas of improvement
* Share customer insights with internal teams to drive product enhancements and service optimizations
* Measure and monitor achievement of critical and key performance indicators, reporting both internally to the CDW's stakeholders and teams and externally to customers' sponsors and executives
* Establish regular cadence (weekly/monthly/quarterly) with each assigned customer to review progress, success and concerns
* Respond to customer inquiries, concerns, and issues in a timely and effective manner.
* Act as CDW's liaison for technical inquiries, issues or escalations; including working with support, product development, service delivery and other teams as needed to create solution roadmaps
* Manage escalations for critical customer issues internally and work towards their prompt resolution.
* Coordinate with relevant teams to investigate and resolve technical and operational challenges.
* Communicate issue status and resolution to customers in a clear and concise manner
* Meet or exceed expansion goals by Identifying and pursuing opportunities for expansion through upselling and cross-selling additional services based on customer needs and objectives partnering with CDW's sales teams
* Collaborate with customers to understand their evolving needs to align our Managed Services offerings accordingly
* Meet or exceed renewal goals by Identifying and driving customer renewals for assigned customer that results in long term contract renewals, maximizing revenue by strategically positioning additional relevant solutions
* Identify and lead areas for service improvement and work with the appropriate teams to implement necessary changes
* Ability to conduct confident conversation and presentations for external (customer) and internal executive stakeholders (C Level, Director, VP)
* Lead and drive internal initiatives
* Demonstrate Leadership by coaching and mentoring Associate CSM's and Customer Success Managers
* Training new Customer Success team members
What we expect of you:
* Bachelor's Degree plus 5 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience; OR, 9 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience.
* Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, expansion, retention and renewals.
* Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse customer audience
* Ability to prioritize and manage multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
* Ability to be a strong teammate and leader, while working independently as a self-starter
* Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
* Proven ability to create and maintain positive working relationship with all Customer contacts and internal teams
* Ability to effectively communicate with Customers and Coworkers at all levels of the organizations from entry to executive level
* Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve with Customers and all internal teams including cross-functional teams
* Ability to continually learn and share knowledge about new technologies and to understand and adapt to market and industry changes
* Possess exceptional problem-solving and quick conflict resolution abilities
* Demonstrated nature of being proactive and self-motivated with a results-oriented mindset
* Strong understanding of financial acumen with the experience of applying that knowledge in real world business scenarios
* Healthcare experience managing large enterprise accounts, including knowledge of compliance (HIPAA), healthcare IT systems (EHR/EMR), and ability to build strategic relationships with hospital or health system stakeholders, a plus.
* Maintain availability during evenings and weekends to support urgent customer escalations, partnering with internal teams to drive prompt investigation and resolution.
* Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
* Strong understanding of Managed Services or IT, a plus
* ITIL Foundation Certification, a plus
* Customer Success Certification, a plus
* PMP and/or Project Management experiences, a plus
* In-depth knowledge of Microsoft Office Suite, a plus
* Gainsight experience, a plus
* ServiceNow experience, a plus
* Pay range: $ 95,450.00 - $ 131,810 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* 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. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).