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Customer Experience Operations Specialist (CSOS)


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Job ID R24_00001539
Team Sales
Posted Date Sep 12, 2024
Travel  
Location Toronto, Ontario  
Eligible for Remote  
Contract Type  
Security Clearance  

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.

The Customer Experience Operations Specialist (CSOS) role focuses on driving the effectiveness and efficiency of the Cisco Customer Experience team, all while delivering a world class customer experience. This role coordinates across sales, presales, services, purchasing, business development and channel teams to plan, organize and execute key operations tasks at scale. The incumbent develops methods, processes, reports, systems, tools, and training programs to enable the larger Customer Experience team and broader organization to meet its targets and objectives (adoption, expansion, and retention). The CSOS is expected to maintain Customer Success best practices, be proficient with Customer Success platforms/tools (ex. Gainsight), tackle emerging external processes, optimize processes and may be engaged to support new hire orientation within the team.

The CSOS has strong customer support and strong business coordination skills with a passion for customer service. The CSOS helps maintain strategic relationships and service management of the customers they support. The CSOS is expected to be proficient in the mechanics of licensing, entitlement, consumption, value shift and true forward, of multiple families of technology solutions.

The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.

Key Areas of Responsibility

  • Be a subject-matter expert on the designated Cisco license programs (e.g.: true-forward, value shift), portals, and go-to-market strategies; effectively communicate these to the wider CDW Sales organization and other key stakeholders through trainings, presentations, etc.        
  • Analyze, create, and supply licensing quotes/proposals to customers for qualified opportunities in a timely and effective manner, utilizing the EAMP tool or any future iteration of Cisco EAMP.
  • Support team members & customers on complex licensing sales opportunities, including net new, upgrade, and renewal opportunities.
  • Troubleshoot issues related to provisioning & activation of licenses.
  • Coordinate, plan, and execute customer onboarding sessions, in collaboration with the Customer Success Manager and Cisco.
  • Provide reports for upcoming customer quarterly meetings, license consumption, renewals, and true ups proactively. Demonstrate expert knowledge of license structures including entitlement, activation, conversions, and various Cisco portals.
  • Support activities in the use/activate stage of lifecycle, especially those that support monetization.
  • Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale).
  • Coordinate key reporting for CDW leadership team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn).
  • Support CX content creation including playbooks to allow the team to deliver customer outcomes more efficiently and consistently.
  • Process Improvement: Continually look for ways to improve processes. Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth. Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry. Drive usage and adoption of our Customer Success platform/tool by creating enablement resources and developing training for the CS team.                 
  • All other necessary activities to ensure the continual growth of the Cisco software business practice with the priority on EA’s.
  • Participate in key internal projects. Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization’s ability to deliver value to our customers.

  • Keep up to date with Cisco offerings and certifications.

Education and/or Experience Qualifications

  • Bachelor's Degree in IT, Business or a related field or equivalent experience
  • 3-5 years of experience in a Customer Success, operations, or renewals management role
  • Minimum 1 year of experience supporting Cisco based solutions in account management or customer success role or equivalent experience

Required Qualifications

  • Excellent communication skills both verbal and written.
  • 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 and external clients and contacts.
  • 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 20% or as needed to CDW locations.
  • Ability to organize thoughts and ideas into understandable terminology.
  • Ability to understand and resolve issues and escalations appropriately.
  • In-depth knowledge of Microsoft Office Suite.
  • Skilled in usage and implementation of tools and processes leveraged in the Customer Success role

Preferred Qualifications

  • Technology sector knowledgeable
  • Knowledge of Cisco software and licensing programs
  • Cisco sales and/or technical certifications
  • Familiar with the methodologies and practices of Customer Success and/or industry-recognized Customer Success certification.

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.
 

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