Business Systems Success and Enablement Manager

About CDW CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada. CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are 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. Job Summary CDW UK is currently in the process of rolling out multiple business systems platforms including ServiceNow, and we are seeking a talented and experienced Enablement and Success Manager to join our dynamic team. In this role, you will oversee and ensure the success and satisfaction of our customers (internal and external) with the products released by CDW business systems. Key responsibilities Customer Success Management: Act as the primary point of contact for customer success, working closely with customers to understand their needs, address concerns, and ensure their satisfaction with the released product. Enablement and Training: Provide collateral, training, and support to customers and internal teams to ensure successful adoption and utilization of released software, driving maximum value for all stakeholders. Continuous Improvement: Gather, maintain, and analyse customer feedback and insights to drive continuous improvement in product offerings and customer experience. Use data-driven insights to refine enablement strategies. Documentation and Knowledge Sharing: Maintain accurate documentation as well as customer feedback and insights, to facilitate knowledge sharing and continuous learning within the organization. Stakeholder Engagement: Build and maintain strong relationships with cross-functional teams including Product Management, Development, and Support to ensure alignment and smooth transitions throughout the product lifecycle. Performance Metrics: Define and track key performance indicators (KPIs) related to customer success and product adoption, regularly reporting on progress to senior leadership. Industry Best Practices: Stay informed about industry best practices, emerging technologies, and trends in release management and customer success, incorporating them into our practices and strategies as appropriate. Change Management: Lead change management initiatives related to software rollouts, ensuring smooth transitions and minimal disruption to the business. Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and priorities during product development and release planning. Risk Management: Identify and mitigate risks associated with product releases and customer adoption, ensuring that potential issues are addressed proactively. Qualifications, Skills & Experience Must Have: Minimum of 5 years of experience in business change, customer success, or technical enablement within software development. Experience in leading and managing cross-functional teams, with a strong ability to influence without direct authority. Strong analytical skills, with the ability to interpret data and make data-driven decisions. Excellent communication and interpersonal skills, with the ability to effectively engage and collaborate with cross-functional teams, customers, and stakeholders. Familiarity with Agile methodologies and practices, particularly in the context of software development and release management. Proven experience in change management and driving successful adoption of new technologies or processes within an organization. Nice to have: Previous experience with ServiceNow in a similar or applicable role. Certification in Agile, ITIL, or a similar framework. Experience with customer success platforms or CRM systems, particularly in a B2B environment. Knowledge of SaaS (Software as a Service) business models and associated customer success strategies. Personal Attributes Self-organising Ability to work both independently and as a member of an established team. Articulate and credible. Quality and detail orientated. Positive attitude and influence on others. Fast learner and able to adapt to modern technology and keep abreast of current industry trends and practice. Excellent communicator in all forms to key customer stakeholders. Excellent organisation and time management skills. Able to achieve potential, stay inspired and motivated. Desire to retain the highest levels of accreditation in specialist focus. Be genuinely excited about solving business problems. Passionate about technology and the impact it can have on business and our customers. More about CDW and your career with us: At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn 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 in a rapidly evolving technology landscape. CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results. Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it? What we offer: Life Assurance Competitive Contributory Pension Private Medical Insurance Enhanced Maternity Pay 25 days holiday + bank holidays Option to buy additional holiday Dental Insurance Season Ticket Loan + additional perks