Description
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.
At CDW, we highly value the energy and commitment you bring to your job every day. Our 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.

• Be accountable for all aspects of service delivery to the 3-12 clients assigned to you
• Establish trusted/strategic advisor relationship with clients 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