Customer Success Operations Specialist (Cisco)

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 CS Operations Specialist is responsible for the data, reporting, and operational cadence that underpin the Customer Success function, ensuring the team’s time is spent with customers rather than chasing data and that the practice runs efficiently.
The role combines data consolidation and reporting, operational cadence and governance, and renewal-operations support, while working collaboratively across internal teams - including the EA SME and the Renewals team - to strengthen consumption visibility, renewal readiness, and commercial optimisation.

What Success Looks Like:

• Operational cadence, dashboards, and data hygiene are consistent, dependable, and trusted across the CS portfolio
• Cisco incentive value (LCI/CPI and teaming deal registration) is consistently captured rather than missed
• Cisco EA consumption is monitored against entitlement, giving early visibility of True Forward exposure and avoiding renewal surprises
• Customer engagement is earlier and data-led, with insights reliably converted into action
• Operational cadence, dashboards, and data hygiene are consistent and dependable
• Renewals are registered early, underpinned by structured LCI/CPI and EA consumption tracking

What You Will Do:
1. Data, Segmentation & Reporting

• Consolidate data and produce reporting across the CS portfolio
• Maintain segmentation, reporting, and cadence models
• Maintain data hygiene and dashboards

2. Operational Cadence & Handovers

• Maintain a consistent operational cadence across the CS function
• Ensure consistent handovers, supported by clear RACIs

3. EA Consumption, Renewal Operations & Cisco Incentives

• Monitor Cisco Enterprise Agreement (EA) consumption against entitlement, tracking usage trends and flagging True Forward exposure to the EA SME and CSMs
• Maintain EA consumption reporting and dashboards to support proactive renewal and True Forward readiness
• Track Cisco incentives (LCI/CPI) and support structured incentive capture
• Support teaming renewal deal registration and early renewal registration
• Provide renewal operations support to the CS and Renewals teams

4. Enablement & Advisory Support

• Support the EA SME and CS team with data and operational insight
• Enable earlier, data-led customer engagement

5. Scale & Audit Readiness

• Reduce manual overhead and improve insight-to-action conversion
• Enable scale and audit readiness across CS operations
• Behavioral Competencies
• Analytical and data-driven
• Highly organised, with strong attention to detail
• Process- and improvement-oriented
• Collaborative, enabling CS functions and the EA SME
• Commercially aware, with an eye for incentive and renewal value
• Clear communicator of data and insight
• Reliable and consistent in operational delivery
• Committed to continuous improvement

What We Expect of You:
Required:

• Experience in segmentation and reporting, including data consolidation, dashboards, and data hygiene
• Strong operational cadence and RACI discipline, ensuring consistent handovers and cadence
• Ability to monitor EA consumption, tracking Cisco EA consumption against entitlement to support True Forward readiness and renewal preparation
• Working knowledge of Cisco incentives and deal registration, including LCI/CPI tracking and renewal registration support
• Experience in sales / CS operations, renewals, or reporting / analyst role
• Strong data-handling and reporting skills (e.g. Excel and BI tools)

Desirable:

• Awareness of CS operating models 

CDW is committed to being an AI-fluent organization