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 strong, 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 collaborative work environment, and comprehensive benefits, including performance bonuses and opportunities for professional development. Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of the solutions. Customer Engagement: Build and maintain solid 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. 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. Track and report on key success metrics, including customer satisfaction,



usage patterns, and adoption rates. 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 Manage customer lifecycle and identify optimization areas. 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.



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. Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training Strong interpersonal and presentation skills, including consulting skills Must be able to communicate effectively and in a constructive manner with management, peers and coworkers Proficient in Microsoft office applications CUSTOMER FOCUS AND QUALITY MANAGEMENT

RESPONSIBILITIES:
Each CDW coworker is responsible for maintaining customer focus and conforms to the CDW quality management system. Periodic reviews of CDW Circle of Service Philosophy and the Quality Policy to understand CDW’s commitment to excellent client service and continual improvement and to conform to these policies and philosophies at all times During your orientation period, review with your supervisor as needed the quality procedures and operating instructions listed at CDWHOME/ISO9001 intranet site that apply to your specific assignment(s) within the scope of this job position. And after the orientation period to conform to these procedures and instructions, including any reporting (and/or record keeping) responsibilities. Report any client problem, or any service outage that may cause potential client problems to your supervisor. Communicate improvement ideas that you have regarding CDW service quality or client satisfaction per established means. Part of that responsibility includes ensuring that you understand and live up to the values and

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