Manager, Services - Customer Success

at  CDW

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.
As the manager responsible for leading a high-performing team of seasoned Customer Success Managers, operations specialists, and Customer Success Program Managers, you will bring expertise in cloud adoption, program delivery management practices, and technology trends. Your focus will be to mature processes across all solutions and services, enhance customer satisfaction, and drive accountability, efficiency, and a continual learning culture. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth.
We’ll look to you to perform critical technology business management functions in support of our growing business as you join and partner with some of the most dynamic, strategic, and talented professionals working in IT today.

QUALIFICATIONS

To be effective as the Leader of our customer success team, you have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.
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Bachelor degree in business, computer science, a related technical degree or equivalent.
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5+ years of experience in people management, technical sales, consultative or program delivery required. Demonstrated capability in managing complex organization, projects and support engagements required.
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Previous account management, revenue management and forecasting experience preferred.

OTHER REQUIRED QUALIFICATIONS

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  Experience developing and managing business partnerships
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  Ability to effectively collaborate with others
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  Strong communication skills, both oral and written
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  Strong listening, negotiation, and closing skills
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  Strong information monitoring and analysis as well as comprehension of business metrics
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  Strong decision-making skills
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  Ability to plan, organize, and drive for results
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  Demonstrated knowledge of the IT industry and technology
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  Demonstrated performance and talent management
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  Strong customer focus orientation
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  Ability to communicate and facilitate change by motivating and influencing others not in a direct reporting capacity
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  Five years’ experience with various software technologies, software licensing and the software channel
  Pay range: $112,000 - $164,860 depending on experience and skill set
  Annual bonus target of 25% subject to terms and conditions of plan
  Benefits overview: https://careers.cdw.ca/pages/benefits
  At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate’s prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW.

WHO WE ARE:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

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  Support the development of the Customer Success team’s journey to becoming the COOs within our account teams, identifying, proposing, orchestrating, and delivering both free and fee-based services that enable customers to achieve their business and IT transformation goals
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  Establish trusted/strategic advisor relationships with key customers and drive continued value of our solutions
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  Work with customers to establish critical goals, or other KPIs, and aid customer and CDW in achieving those goals
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  Identify, define, track, and measure the overall impact of solutions on an organization
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  Develop customer success maps for key customers, identify stakeholders, milestones, metrics, and risks
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  Lead the NPS Program and act as an escalation point for critical issues and ensure ownership with internal resources to drive resolution
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  Measure and report the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes
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  Drive continuous improvement by analyzing key metrics holistically across the customer base and lead the post-mortem program for Services lessons learned
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  Stay abreast of industry best practices through research, conferences, training seminars, and participation in professional associations