Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we're the driven professionals and technology experts companies turn to most to solve their IT challenges.

*Job Summary *

The Associate Customer Success Manager's (ACSM) primary responsibility is to coordinate and update billing aspects of a product or service offering project for a client. Billing items may be one-time fees or monthly recurring fees. Bill auditors interact with Managed Services Project Managers and Customer Success Managers, and other members of cross-functional teams. Project administration skills, Business administration, reporting, attention to detail is needed. Technical background is often required to manage competing interests. This position will also engage with Managed Services Applications team as part of testing and validation for a future with billing automation.

• Customer billing accuracy and administration
  Independently works with reporting to administer customer billing adjustments.

• Audit customer billing upon contract end dates and present findings to Customer Success Managers.

• Monitors, interprets and communicates reporting anomalies.

• Ensures that invoices are accurately tracked and approved against the project in a timely manner.

• Ensures all items defined in CDW Statement of Work are delivered and accurately billed.

• Communicates well and clearly.

• Trains others to perform a bill audit for managed services customers.

• Clearly documents billing changes around new and existing product offerings.

• Documents, tracks and communicates workflow concerns. Aids in bringing to resolution.

• Documents lessons learned and shares appropriately with colleagues. 

  Leadership qualities:

• Accountable to CDW management for billing results. Is fiscally responsible to the client, the project and to CDW.

• Instills trust by building relationships with the project team.

• Identifies difficult situations with client and/or project team and escalates to account team and management.

• Coordinates team efforts to consistently meet success factors and exceed client expectations.

• Reviews delegated tasks to ensure timely and accurate completion. Both with Shared Email and tickets within ServiceNow.

• Shares lessons learned information across the Customer Success and Billing Operations team.
  Communication:

• Provides the appropriate documentation (underbilling concerns, potential loss or overbilling concerns).

• Has clear and concise communication skills. Leads and facilitates both live and virtual meetings.

• Adapts communication style and medium to the audience needs.

• Works with account team and management to prepare and deliver difficult information.

• Can effectively build consensus with the project team.

• Demonstrates effective listening skills.

• Listens and observes in the client environment for additional opportunities.

• Brings forth possible opportunities or cross-selling additional products and services to Customer Success Manager or Project Manager.
  Additional Responsibilities:

• Recognizes the need for negotiations, gathers relevant information and seeks advice from sales and customer success, and management before proceeding. management to negotiate small changes (cost, scope, effort, schedule solution, resource commitment, etc.) to agreeable result.

• Works with team members to gather information and collaborates with customer success / project team and management to determine possible/probable impacts.

• Document mitigation steps taken in evaluation and communicate these to the team and customer.

• Working with the pricing tool, updating SKU information and bringing to the attention of management any discrepancies or areas of improvement

• Stays abreast of industry best practices through research, conferences, online training seminars and participation in professional associations. Participate actively as a member of virtual teams and assist peers as appropriate. Is a passionate learner, actively looking for opportunities to expand skills. Take full advantage of available Education and Certification resources and actively participate in CDW and Partner events.

*What we expect of you: *

• Associate Degree in IT, Business, Sales, Communication or Marketing or a related field and 1 year of experience in IT relationship management, project management or account management, OR

• 3 years of experience in IT relationship management, project management or account management.

• Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse customer audience.

• Must be proficient in solving business problems, applying technology and frameworks and be capable of demonstrating proficiencies in Enterprise IT.

• Understands the core level technologies within one practice, i.e. Unified Communications.

• Working knowledge of the cost, timeline, and resources necessary in deploying technology solutions.

• A professional, customer-focused attitude and courteous manner towards clients, partners and peers is a must.

• Ability to work weekends and/or off hours as necessary to meet clients' needs and monthly billing deadlines.

• Strong understanding of Managed Services or IT, a plus.

• ITIL Foundation Certification, a plus.

• PMP and/or Project Management experience, a plus.

• In-depth knowledge of Microsoft Office Suite, a plus.

• Gainsight experience and ServiceNow experience, a plus.

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups 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.

Equal Opportunity Employer, including disability and protected veteran status
Benefits overview: https://cdw.benefit-info.com/