Support Services Advisor

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 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/ Salary ranges may be subject to geographic differentials

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 inworkplacesof more than 250,000companies;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/