Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
The Customer Success Associate is responsible for the coverage, triage, and basic renewal readiness of a pooled portfolio of long-tail customer accounts, ensuring issues are handled promptly and consistently at scale.
The role combines responsive success management, exception handling, and portfolio hygiene, while working collaboratively across internal teams to maintain full-book coverage and protect senior and mid-tier capacity for higher-value engagement.
What Will You Do:
1. Responsive Support & Exception Handling
Provide responsive support and exception-based engagement across the long-tail portfolio
Handle exceptions in line with defined exception criteria
2. Escalation Triage & Prioritisation
Triage and prioritise escalations to prevent late-stage issues
Protect senior and mid-tier CSM capacity by absorbing long-tail demand
3. Renewal Hygiene & Business Reviews
Maintain basic renewal readiness and renewal hygiene at scale
Deliver an annual business review and success snapshot per account
4. Portfolio Coverage & Peak Support
Maintain portfolio-level coverage, including cover during peaks
Use standard KPIs for portfolio-level visibility
Handle accounts allocated into low-touch coverage
Contribute to the shared tracking of EA consumption and True Forward exposure across the customer base
5. Standards, Playbooks & Scale
Establish and apply exception criteria and triage playbooks
Absorb increasing long-tail volume as automation matures
What We Expect of You:
Required:
Experience in exception-based engagement, providing responsive support and escalation triage for the long tail
Solid working knowledge of portfolio hygiene and basic renewal readiness, including annual business reviews / success snapshots
Strong triage and prioritisation skills, preventing dilution of senior / mid-tier focus
Experience in customer support, customer success, or account-coordination role
Ability to manage a high volume of accounts with a structured, prioritised approach
Desirable:
Exposure to Cisco EA / licensing environments
CDW is committed to being an AI-fluent organization
We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
About Us
CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities.
As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next.
Together, we deliver the full promise of what technology can do. Together, we Make Amazing Happen.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
