• Oversee the daily operations of the Customer success team. • Ensure high service standards and strong customer retention. • Provide support and guidance to team members. • Monitor and track team attendance. • Conduct one-on-one coaching sessions. • Assess and track agent efficiency. • Analyze customer feedback and support data for improvements.

• Manage, coach and develop a team of 10-15 Customer Success Managers. • Own customer escalations end to end, being the senior presence on calls. • Operationalise change coming from CS leadership. • Keep the machine running smoothly, troubleshooting issues proactively. • Stay customer-facing and involved in the details of your team's accounts.

Why Wells Fargo: Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader - we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job - it's about finding all of the elements to help you thrive, in one place. Living the Well Life means you're supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we're recognized for it - Wells Fargo once again ranked in the top five on the 2026 LinkedIn Top Companies list of best workplaces "to grow your career" in the U.S. Join us! About this role: Wells Fargo is seeking a Senior Branch Premier Banker (SAFE) to play a pivotal role within our National Branch Network. This role grows, deepens, and manages relationships with affluent customers and those with more complex financial needs, serving as their primary point of contact for banking products and services through scheduled appointments, lobby engagement, and proactive outreach. This role is designed for growth oriented professionals who lead with advice to acquire and deepen relationships through meaningful discovery and translate customer goals into comprehensive financial strategies. You will own and actively grow a defined book of business, leveraging goals based planning, and prudent risk oversight to deliver integrated solutions across deposits, investments, credit, home lending, and business banking. In addition, you'll help customers with everyday banking needs-opening accounts, handling service requests, and ensuring a seamless experience making it easier for them to manage their banking with confidence. Success in this role is driven by strong relationship acumen, proactive customer engagement, and seamless collaboration with internal partners across Wealth, Home Lending, and Business Banking to deliver a differentiated customer experience. Wells Fargo rewards behaviors that consistently create long term customer value and support customers in making informed financial decisions. You'll be supported with digital tools, industry leading training, ongoing coaching, and backed by one of the most recognized brands in banking. This role offers a clear platform for career growth for experienced professionals who excel at building trust, managing a portfolio, and delivering holistic, multi product solutions. In this role you will: - Proactively acquire new affluent consumer and business customers while deepening existing relationships through strategic outreach, referrals, and pre-planned customer appointments - Lead discovery-driven conversations to understand customer goals and deliver tailored banking and credit strategies that strengthen relationships, increase retention, and drive balanced growth across deposits, lending, and investments - Serve as the primary financial partner delivering comprehensive, multi-product guidance and ongoing reviews across life stages and evolving financial needs - Partner with a team of professionals across Wealth, Home Lending, and Business Banking to deliver integrated solutions by coordinating warm introductions, setting clear expectations, and taking personal ownership to convert qualified opportunities into closed outcomes - Champion digital adoption by educating customers on self-service and mobile banking options to elevate satisfaction, engagement, and service efficiency - Serve as an active member of the branch team by advising colleagues on relationship development and the management of complex client needs - Demonstrate risk excellence through accurate documentation, sound judgment, timely issue escalation, and adherence to policies and regulations to support strong control outcomes - The Senior Branch Premier Banker LP (license pending) role is a temporary position until employee has successfully completed licensing requirements and SAFE registration. Upon successful completion, employees will transition to the Senior Branch Premier Banker (SAFE) role. Employees hired into the Senior Branch Premier Banker LP role who are not fully licensed will participate in the Branch Network Licensed Banker program. Required Qualifications: - 4+ years of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education - 3+ years of experience building and maintaining effective relationships with customers and partners - 3+ years of experience recommending products and services Desired Qualifications: - Experience recommending financial products and translating customer goals into clear, actionable recommendations - Demonstrated ability to proactively source, acquire, and deepen relationships through proactive outreach and building strong internal partnership to support the customer experience - Proven experience managing a book-of-business, documentation of planning conversations, and consistent follow-through to drive retention and growth across deposits, lending, and investments - Experience coaching or supporting peers to strengthen team performance and customer impact - Demonstrated ability to communicate clearly and confidently, listen with empathy, and build credibility and trust quickly with others - Financial services industry experience in one or a combination of the following: consumer, home lending, business banking, or investments - 3+ years of experience in a licensed financial services position - Successfully completed Financial Industry Regulatory Authority (FINRA)Series 6 and 63 exams (or FINRA recognized equivalents) sufficient to qualify for immediate FINRA registration - State Insurance license(s) Job Expectations: - Ability to work a schedule that will include most Saturdays - This role requires FINRA Series 6 and Series 63 (or FINRA recognized equivalents), and State Insurance license(s) which must be active or completed within a designated timeframe. For any FINRA qualification exams earned after Sept. 30, 2018, the Securities Industry Essentials (SIE) exam is also required. - For the following states where hired, FINRA Series 65 (or equivalent) examination will also be required within a specified period: AK, AL, CT, DE, HI, IA, ID, IN, KS, MD, MI, MN, MS, MT, NC, ND, NE, NM, OR, SC, SD, TN, TX, UT, VA, WA, WI, and WY. Wyoming allows referral-only licensed bankers to receive the IAR registration without completing the Series 65/66 exam requirement. Requirements may change based on current state regulations. - Obtaining and maintaining required FINRA licenses is necessary for continued employment. This role also requires meeting enhanced financial fitness and criminal background standards. Wells Fargo will begin the FINRA review process once an offer is accepted. - SAFE registration is required at the time of employment and Wells Fargo will initiate the process after your start date.Loan Originators must meet LO/CFPB requirements and comply with Wells Fargo policies, including standards related to financial responsibility, character, fitness, and criminal background. A credit report may be reviewed (credit score not included) and additional ongoing screening may apply. - This position is not eligible for Visa sponsorship Pay Range Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities. $37.00 - $65.50 Benefits Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees. - Health benefits - 401(k) Plan - Paid time off - Disability benefits - Life insurance, critical illness insurance, and accident insurance - Parental leave - Critical caregiving leave - Discounts and savings - Commuter benefits - Tuition reimbursement - Scholarships for dependent children - Adoption reimbursement Posting End Date: 9 Aug 2026 * Job posting may come down early due to volume of applicants. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Applicants with Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo . Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment and Hiring Requirements: a. Third-Party recordings are prohibited unless authorized by Wells Fargo. b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

Description The Associate Customer Success Manager (ACSM) role focuses on lifecycle engagement management of their CDW supported solutions. This role coordinates across sales, pre-sales, services, and channel teams to plan, organize and execute customer success strategies at scale. The incumbent analyzes the environment including customer entitlements and onboarding needs as well as the customer's technology requirements to define and guide the actions to be performed in the solution lifecycle. The ACSM develops and maintains strategic relationships to influence service adoption and engagement lifecycle. Throughout the customer journey they aim to achieve a post sales trusted advisor relationship with set customer base. The ACSM is expected to be a licensing and entitlement expert in multiple families of technology solutions. The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team. What You Will Do * Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions. * Specific identification of phased upsell and cross sell opportunities of solutions and services, as well as CDW services. * Engagement with multiple customers through proactive, open, responsive, and collaborative account management. * Ability to orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer's lifecycle. * Software Licensing Management Training and Support - entitlement, structure, portal(s), conversions, etc. * Manage the overall and ongoing relationship with multiple customers through proactive, open, responsive, and collaborative account management. * Coordinate, plan and execute Customer Onboarding sessions * Lead Digital Touch engagements - large scale customer interactions and campaigns * Facilitate frequent customer consultations and communications to strengthen relationships, conduct gap analysis and report on usage to promote customer loyalty. * Act as 'Voice of the Customer' to advocate customer needs/issues cross-departmentally and vendor partners as appropriate. * Demonstrates advanced insights and understanding of customers business/industry. * Develop adoption strategy for new products / features. * Strive to continually drive faster "time to value" and improve overall experience for our customers. * Leverage CDW solutions and services to drive scale and efficiency internally and with customers to promote collective success. * Drive renewals across assigned customer base. * Ensure customers are actively participating as a reference in support of the field winning new business. * Internal project participation. * Skilled in usage and implementation of tools and processes leveraged in the Customer Success role. * Process Improvement: Continually look for ways to improve processes. * Share experience and knowledge of the role with peers and colleagues to foster their growth and development to enhance the organization's ability to deliver value to our customers. * Provide data analysis using customer information, Internal data and partner and provider data. * Provide oversight to partners and providers What We Expect of You Minimum basic requirements * Associates Degree in IT, Business or a related field or equivalent experience * 2-5 years of experience (Cisco) in IT relationship management, project management or account management * Prior Customer Success experience or equivalent technology area expertise * Excellent communication skills both verbal and written. Includes handling IT terminology with diverse customer audiences * Ability to balance multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines * Ability to work well with teams and independently * Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy * Develop and maintain positive working relationship with all internal clients and contacts * Ability to communicate with coworkers at all levels in the organization * Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve * Ability to continually learn new technology and to keep pace with an ever-changing industry * Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites * Ability to understand, remember, and apply oral and/or written instructions or other information. * Ability to organize thoughts and ideas into understandable terminology. * Ability to multi-task, organize and prioritize. * Ability to apply common sense in performing job. * Ability to understand and follow basic instructions and guidelines. * Ability to understand and resolve issues and escalations appropriately. * In-depth knowledge of Microsoft Office Suite. Preferred skills, experience, and qualities needed * IT knowledgeable * Knowledge of technology, software and licensing programs * ITIL Foundation Certification * End-user experience with Salesforce CRM * Experience with Gainsight or like Customer Success toolset Pay range: $62,000 - $86,910 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 * 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.