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Cisco Customer Success Managerat CDW Careers (UK)

Job ID: 
Customer Service
Post Date: 
02 Jun 2023
London, United Kingdom
Eligible For Remote Work: 
Yes - Hybrid
Contract Type: 
Fixed Term (Full-time)
Security Clearance Required: 


Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.

The Cisco Customer Success Manager role will form an integral part of the end-to-end engagement
process with focus on maximizing customer value realisation and aligning with the relevant Sales,
Solutions and Partner Management Teams, as well as Cisco themselves, to secure renewals and identify
expansion opportunities.

What You'll do 

A key focus of the role is to drive the long-term Adoption and Expansion strategies of Cisco offerings
through regular customer touch points focused on the successful alignment of the customer’s strategic
priorities and desired business/operational outcomes; tracked and measured through jointly developed
customer engagement plans

  • Client Engagement – The focus of this role will be to drive Adoption of Cisco SW Subscriptions, business integration and identification of Expand opportunities of Cisco subscriptions in existing accounts. The role will also require the successful candidate to be able to evangelise, where applicable, CDW’s wider Cisco service capabilities to our client base. Differentiating us through our productised services, consulting capability, cloud enablement and managed services.
  • Commercial – Drive the commercial outcome for CDW with the account manager and solutions team through deal management and customer engagement. Proactively identify & qualify up-sell/additional service opportunities and then communicate and transition them to the relevant CDW Sales & Solutions Teams to progress. Ensure CDW are claiming all available vendor incentives through customer success engagement activities
  • Fees – Assist with the management of the Cisco vendor incentives claim process including; the tracking of incentives due/received and the submission of appropriate Proof of Performance (POP) documentation
  • Internal PR - Internal engagement and evangelism to the sales force, solutions team & management team. This will require you to be highly visible in CDW’s offices, building and leveraging excellent working relationships with the sales teams, leaders and the management team
  • Opportunity Pipeline Management – Maintain and grow an accurate pipeline of applicable opportunities across the relevant work streams. Accurately forecast the close of opportunities and the associated financials related to the opportunity
  • Practice Development - Assist with the development of the CDW Cisco CX Practice and refining and developing the CDW Cisco CX strategy and activities. Develop clear and concise templates to support the CX process and document understanding of the customer needs, strategies, operational maturity and business goals as well as those of the industry in which they function.
  • Feedback – provide feedback on programmatical and process related challenges
Must have 
  • Executive level communication, consultative and presentation skills are essential.
  • A proven track record in business analysis and translating customer needs into a high level statement of requirements for product/service package alignment.
  • Strong awareness of Cisco, including both the company and solution offers
  • Previously demonstrated the ability to relate to senior management and director level sponsors
  • Strong knowledge of the changes currently taking place relating to the way in which organisations are consuming cloud services
  • Excellent written communication skills
  • Excellent IT skills including Microsoft Word, Outlook, Excel, PowerPoint, Sharepoint & Dynamics
Nice to have
  • Passionate, particularly about the area of specialist focus and a desire to stay current and look forward 
  • Ability to own and execute a customer engagement to completion
  • Ambitious, articulate, credible, pragmatic
  • Quality and detail orientated
  • Positive attitude and influence to others
  • Excellent communicator
  •  Able to build key relationships with the CDW sales force, solutions teams, technical teams, Cisco’s CSM Team and the client base
  • High Level of Commercial aptitude
  • Interested in assisting and developing others
  • An ability to operate autonomously
  • Motivated and self-directed professional who can operate within proper ethical guidelines

Who we are:

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 startups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 


What you can expect from us: Culture, coworkers, careers:

CDW is not only the People Who Get IT, but the People who get People. Our relationships are fueled 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 perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.

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