Description

As a Customer Success Manager (CSM), you will be responsible for understanding customers' needs, ensuring a satisfactory customer experience, fostering long-term loyalty, and optimizing the value they derive from our products and services. You will play a key role in building solid, lasting relationships with clients/customers. The ideal candidate should have excellent communication skills and a commitment to customer service, satisfaction, and success. We offer a competitive salary, a team-oriented work environment, and comprehensive advantages, including performance bonuses and opportunities for professional development.

Key Areas of Responsibility

- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions.

- Customer Engagement: Build and maintain strong relationships with customers, serving as their primary point of contact for Cisco-related inquiries and support.

- Post-Sales Support: Provide post-sales support to customers, ensuring a smooth transition from purchase to implementation and ongoing usage.

- Solution Guidance: Offer strategic and technical guidance to help customers effectively utilize Cisco services, including conducting regular check-ins, reviews, and optimization recommendations.

- Customer Success Plans: Develop and execute customer success plans tailored to each client's unique needs and goals.

- Issue Resolution: Proactively identify and resolve customer issues, working closely with internal teams and Cisco support when necessary.

- Training and Enablement:



Conduct training sessions and workshops to enhance customers' understanding and usage of Cisco services.

- Feedback Loop: Act as a voice of the customer within CDW, providing feedback and insights to improve our Cisco offerings and services.

Metrics and Reporting: Track and report on key success metrics, including customer satisfaction, usage patterns, and adoption rates.

YOUR TASKS

- Identify, define and drive renewals, phased upsell and cross-sell opportunities from account base, including the facilitation of change orders, as necessary.

- Facilitate the Onboard process for new clients and guide them through setup (Smart Account), training, and initial usage of EAWS for successful implementation.

- Conduct check-ins and reviews with customers to assess progress, gather feedback, and discuss goals.

- Participate in customer adoption and expansion discussions to provide technical guidance

- Translate customer business objectives into clear technical requirements and configurations

- Identify expansion opportunities based on customer usage, adoption progress, and technical insights

- Act as the technical bridge between Account Teams, Pre Sales, and Delivery





- Support Sales and CX partners by removing post sales technical burden from presales resources

- Ensure consistent communication, ownership, and accountability across internal teams

- Identify upselling and cross-selling opportunities.

- Manage customer lifecycle and identify optimization areas.

- Conduct reviews to ensure product adoption.

- Create reports, presentations, and performance insights to show impact – both to customer and CDW.

- Facilitate training sessions, workshops, and demonstrations.

- Develop customer success playbooks and resources… Management tools - GAINSIGHT

- Act as a liaison between customers and internal teams.

- Handle customer escalations and ensure prompt resolution.

The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Responsibilities are subject to change.

Minimum Qualifications

- Bachelor’s Degree or equivalent experience

- Two-year minimum technical pre-sales or technical architecting experience

- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

Other Requirements

- Proven ability to drive continuous value of solution(s)

- Familiarity working with clients of all sizes

- Impeccable written and verbal communication skills

- Detail oriented and analytical

- Strong team player but still a self-starter

- Thrives in a multi-

📌 Customer Success Manager (Toronto)
🏢 CDW group
📍 Toronto