Head of Customer Success

1 week ago

London, Greater London, United Kingdom CDW Full time

Description


CDW is a leading technology solutions provider to business, government, education and healthcare organisations in the United Kingdom, Canada, and the United States.

Our fingerprints can be found on technology in workplaces of more than 250,000 companies:
from start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

CDW prides itself on being 'People Who Get IT' and 'People who get People'. Our relationships are fuelled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you'll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse per

Job Summary

By understanding Customers goals and challenges, this role is to deliver and lead the team in will guiding them towards achieving maximum value from products or services.

This is facilitated through the programmatic delivery of Customer Success schemes, designed to meet CDW's and our partners' objectives whilst supporting customers in achieving their goals for product or services in their technology landscape.


Key Responsibilities
This role requires a combination of excellent communication skills, technical knowledge, and a passion for delivering exceptional customer experiences. This relates to the definition, design and implementation of CDW Customer Success programmes.

Leading and motivating a team to achieve high levels of customer success across a diverse range of products and services.


The team will act as a trusted advisors, providing strategic guidance and best practices to help customers achieve their goals.

Lead the technology onboarding process, ensuring a smooth transition for customers and setting them up for success.

  • Collaborate with crossfunctional teams, such as sales, Integrated Technology Solutions (ITS) and Partner & Product Management (PPM), to coordinate the adoption of solutions.
  • Facilitate product demonstrations, training sessions, and workshops to educate customers on the effective use of products or services.
Drive customer adoption, engagement, and retention by promoting the value and benefits of offerings.

  • Monitor customer health metrics, identify potential risks or issues, and proactively take corrective actions.
  • Conduct regular business reviews and performance analysis, providing insights and recommendations for improvement.

Management Responsibilities

  • Conduct regular 121 meetings with the team, monitoring performance, supporting development, and completing the coworker life cycle process in line with Coworker Success (CWS) guidance (process TRP, IDP, PMP and another initiatives)
  • Hire, develop, inspire, encourage, and retain talent, including human capital planning and position CDW as a great place to work
  • Provide ongoing coaching and development to increase productivity and readiness.

Qualifications, Skills and Experience

  • A minimum of 3 years experience in Customer Success covering:
  • Customer data platforms proficiency
  • Account management abilities
  • Stakeholder engagement skills
  • Service or product knowledge

Essential Attributes

  • E.g., Quality focused with excellent attention to detail
  • Methodical & analytically minded
  • Resultsoriented with a track record of success for achieving and exceeding goals
  • Experience and ability to develop and build relationships with a range of stakeholders, including Csuite
  • Strategic thinker and exceptional executor of global strategies
  • Problem solving
  • The ability to communicate effectively to technical and nontechnical audiences

Customer Focus and Ways of Working

  • Each coworker is accountable for their actions and is required to exercise good judgment in everything they do. Part of that responsibility includes ensuring that you understand and live up to the values and standards we set for ourselves in the CDW Way, the CDW Way Code (our code of ethics and business conduct), the Information Management System (IMS), and all other policies and procedures relevant to your role.
  • Each coworker has a responsibility to ask questions when they are unsure of CDW's values, standards and policies, and to take action if they believe someone else is not acting consistently with those values, standards and policies.
  • Each coworker is responsible for maintaining customer focus and for periodically reviewing the Circle of Service Philosophy and the Quality Policy to understand CDW's commitment to excellent client service and continual improvement. Coworkers must report any customer problems, feedback, service outages, and service improvement suggestions to management.
  • Each coworker is required to comply w

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