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. Job Summary The Support Services Advisor focuses on assisting Sales in the lifecycle of solutions related to complex renewal contracts and have a proactive focus on selling CDW Technology Services (CTS) and CES (CDW Extended Support) across all OEMs. The Support Services Advisor builds relationships and educates sales on the programs, resources, and pricing strategies available to secure on time, profitable renewals and net new OEM, CTS and CES contracts. The Support Services Advisor develops and maintains strategic relationships with Sales, Management, and partner sales organizations within their geographically assigned team to ensure on time renewals and profitable growth and is seen as a trusted advisor to grow business. The Support Services Advisor is responsible for driving a variety of initiatives and projects, providing thought leadership to the practice and customers; and strategically works with sales, partners, and customers to uncover and increase emerging business opportunities
What you will do:
Technology Leadership • Educates themselves in business trends, new solutions and shares knowledge with the team; advocates for continuous learning; encourages coworkers to raise their game. • Recognized as the technical expert for CDW CTS and CES solutions for their internal/external customers. • Provides guidance to sales and solution architects on further opportunities based upon analysis of product reporting data (i.e., lifecycle, Enterprise Agreements, cross sell/upsell, etc.). • Identifies team and seller training needs; collaborates with OEM partners to define, develop, and deliver training. • Promotes a culture of knowledge sharing and collaboration amongst the team; communicates changes or enhancements to products, solutions, procedures, plans, and approaches. • Mentors less senior team members on OEM offerings and solutions, territory planning, and specific customer challenges. Customer Support • Identifies possible customer/sales issues in pre-sales and takes preemptive action to mitigate them for a smooth sales transaction. • Understand and follow the LAER customer success model. • Monitor's renewal opportunities as it relates to complex OEM, CTS and CES solutions; manages the opportunity pipeline from lead to closure. • Tracks and submits VIR qualified promotions in partner registration systems. • Works with operational team to generate accurate sales quotes; drives for multi-year agreements. • Assists account team to write Program Sales RFP content to ensure relevancy; composes RFP responses for unique content needs. • Communicates with Renewals support team members on necessary contract changes (adds/moves/deletions) requested by customer and ensures the support team is aware of relevant customer issues. Sales • Articulates to customers and Partners the CDW value proposition. • Explores additional sales opportunities with customers and sales by positioning solutions and services throughout the stages of Lifecycle management (Land, Adopt, Expand and Renew) and collaborating with other groups within Services Solutions. • Proactively guides seller on pricing strategies and increasing renewal solutions profitability by understanding the key decision makers' business and how best to meet the customer's needs. • Operates in a regular cadence with Partners and Sales to educate, plan, and execute joint strategies in collaboration with multiple stakeholders. Proactively seeks to understand partner alignment in geography. • Successfully executes strategies outlined in their Territory Plan; helps peers develop similar strategies. • As a trusted and knowledgeable advisor, develops an asset protection strategy collaboratively with the customer and seller. • Works with customers and prospects to gather data on their current OEM installed environment, such as but not limited to devices and locations, current maintenance agreements, and equipment nearing end-of-support. • Analyzes customer data, organizes data into an executive dashboard for presentations, and makes recommendations for OEM contracts and tech refreshes. Includes interaction with customers both by telephone and onsite. • Facilitates client facing joint business review presentations. • Ensure that there is a consistent client experience when it comes to CTS/CES support, CTS/CES reporting and CTS/CES joint business reviews. • Various reporting and analysis. Additional Responsibilities • Oversee and advise on continued development of strategic tools supporting the business (i.e., SMART Tracker, Renewal Manager, CTS tracking tools, Smart, SalesForce etc.). • Participate in floor days and other marketing activities. • Advise all parties in Training credits, Cisco Cap, deal registration, and Deal ID's. • Team with sales as lead on sales renewal opportunities
What we expect of you:
• Associate degree, and 3 years industry experience (renewals, lifecycle or solution selling), OR • 5 years industry experience (renewals, lifecycle, or solution selling). • Proficient in Microsoft office applications (Excel experience and proficiency is required). • Ability to travel up to 20% of the time. • Proven success and experience selling IT solutions and services or equivalent. • Knowledge and proven success of engaging and working with sales teams. • Ability to execute on territory goals and metrics. • Ability to adapt and change to the business needs of the practice and team coverage model. • Strong interpersonal and presentation skills, including consulting skills. • Strong oral and written communication skills. • Strong passion for learning and teaching others. • Proven group presentations skills. • Motivated and self-starting. • Ability to think creatively and come up with proactive ideas that will increase sales. • Strong problem-solving skills. • Must be able to communicate effectively and in a constructive manner with management, peers and coworkers. • Bachelor's Degree a plus. • Proven success and experience selling SNTC solutions and services a plus. Pay range: $73,000.00 - $105,200.00, depending on experience and skill set Annual bonus target of 25% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. 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.
