Services Customer Success Manager

6 months ago

Toronto, Canada CDW Full time

At CDW, we highly value the energy and commitment you bring to your job every day. Our Senior Customer Success Manager (CSM) role is an exceptional opportunity for a motivated, self-starter to grow and advance their career at an innovative, multi-billion-dollar Fortune 200 leader. The number one name in Canada for IT solutions, we're driving meaningful technological change for companies in virtually every industry.

As CSM your focus will be to own key customer relationships, ensuring that service delivery is entirely consistent with customer expectations and our service guarantees. We require a proactive resource who understands both their client's and CDW's business and technological needs. You will work closely with the technical teams, account teams and project managers to monitor all activity regarding the key customers under your assignment and ensure quality communications and deliverables from CDW to them.

**What you'll do**:

- Be accountable for all aspects of service delivery to the 1-2 high profile clients and 1-5 smaller clients assigned to you
- Establish trusted/strategic advisor relationship with key customers and drive continued value of our solutions
- Establish and drive the governance model to monitor service deliverables and improvement opportunities (customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, financial oversight)
- Work with customers to establish critical goals and KPI's I.e., Customer Success Planning
- Be aware of all incidents, projects and activities that CDW's Managed and Professional Services are engaged in for your assigned customers
- Be customer advocate, bringing topics of interest and concern to leaderships attention before the customer's business is impacted
- Participate in the continuously improve processes (CSI) process
- Provide mentorship and guidance to other members of the Service Management team

**Must-have**:

- College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
- 7+ years in a service delivery role, preferably managing staff in a service provider environment, helpdesk or call center
- ITIL foundations certification
- B2B relationship intelligence, including an ability to read and understand contractual obligations, service level agreements and scope definition
- Proven ability to execute multiple tasks efficiently and effectively. Must be able to delegate effectively and have ability to provide deliverables on time and on budget
- The ability to drive successful change by motivating and influencing others not in a direct reporting capacity
- Excellent presentation skills - must be comfortable talking to teams from engineering level upwards to C-level
- Technical certifications (current within the last 5 years) from any of the following vendors: Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft

**Nice-to-have**:

- Advanced ITIL Certification at the Practitioner or higher level
- Lean/Six Sigma Belt Certification at the Green Belt or higher level
- Business Relationship Management Professional Certification (BRMP)
- Ability to obtain and maintain Canadian Security clearance

**Who we are**:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations in Canada, the United States, and the United Kingdom. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced startups 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.
The well-being of our employees is essential to us. CDW offers a comprehensive benefits package, which includes health, dental and vision coverage, coworker stock purchase program, paid vacation time and sick days, RRSP/DPSP and DPSP match, tuition reimbursement, coworker discounts and other generous perks.

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