Customer Success Renewal Specialist

The incumbent in this position is responsible for all aspects of the ongoing customer relationship management of Aggregation services customers.

Key Areas of Responsibility
  • Manage the overall and ongoing relationship with multiple Aggregation Services customers through proactive, open, responsive and collaborative account management.
  • Work to ensure customer contract renewal by the end of each contract term.
  • Provide service expasnion opportunity referals to Integrated Services Engagement Specialists.
  • Request Processing: Receives, prioritizes, monitors and delivers customer requests based on the contractual agreement and customers' requirements.
  • Partner and Provider Resource Coordination: Works with partner and provider staff for resource assignment and execution.
  • Governance and oversight for customer deployments.
  • Reporting and Documentation: On a regular basis or when requested by customer, delivers information (monthly, quarterly and Adhoc).
  • Situation Management: In the event of a high severity situation, assumes an extended communication role acting as advocate for both the customer and CDW to resume business operations as soon as possible.
  • Process Improvement: Continually look for ways to improve renewal and service processes.
  • Project Management: Manage small projects for assigned customers.
  • Monthly or Quarterly presentations/reports.
  • Internal project participation.
  • Collaboration with Integrated Services Engagement Specialist.


Education and/or Experience Qualifications
  • Bachelor's Degree in IT, Business or a related field or equivalent experience
  • 3 years of experience in IT relationship management, project management or account management of multiple customers

Required Qualifications
  • Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences
  • Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines
  • Ability to work well with teams and independently
  • Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy
  • Develop and maintain positive working relationship with all internal clients and contacts
  • Ability to communicate with coworkers at all levels in the organization
  • Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve
  • Ability to continually learn new technology and to keep pace with an ever-changing industry
  • Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites
  • Ability to understand, remember, and apply oral and/or written instructions or other information. Ability to organize thoughts and ideas into understandable terminology. Ability to multi-task, organize and prioritize. Ability to apply common sense in performing job. Ability to understand and follow basic instructions and guidelines. Ability to travel as needed.

Preferred Qualifications
  • IT knowledgeable
  • ITIL Foundation Certification
  • PMP and/or Project Management experiences
  • In-depth knowledge of Microsoft Office Suite