Customer Success Manager

CDW Canada; Edmonton; On-site; CAD 70,000 - 85,000; Full time

Job summary

CDW Canada is seeking a Customer Success Manager to foster key client relationships and ensure top-tier service delivery in a fast-paced environment. This mid-senior level role offers the chance to collaborate with technical teams and oversee a portfolio of clients' successes in maximizing their IT solutions. Ideal candidates will have a relevant degree and extensive experience in service delivery.

Qualifications

• 5+ years in a service delivery role, managing staff in a service provider environment.
• Proven ability to execute multiple tasks efficiently and effectively.
• The ability to provide deliverables on time and on budget.

Responsibilities

• Accountable for all aspects of service delivery to clients.
• Establish trusted relationships with clients to drive continued value.
• Interact with technical teams and project managers for service monitoring.

Skills

B2B relationship intelligence

Excellent presentation skills

Ability to drive successful change

Technical certifications

Education

College or University Degree in a relevant field

Tools

ITIL Certification

Lean / Six Sigma Belt Certification

Business Relationship Management Professional Certification

Job description

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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 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 :

1. Be accountable for all aspects of service delivery to the 3-12 clients assigned to you.
2. Establish trusted / strategic advisor relationship with clients and drive continued value of our solutions.
3. 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).
4. Work with customers to establish critical goals and KPIs, e.g., Customer Success Planning.
5. Be aware of all incidents, projects, and activities that CDW’s Managed and Professional Services are engaged in for your assigned customers.
6. Be a customer advocate, bringing topics of interest and concern to leadership’s attention before the customer’s business is impacted.
7. Participate in the continuous improvement processes (CSI).

What we expect of you :

Must-have :

• College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience.
• 5+ years in a service delivery role, preferably managing staff in a service provider environment, helpdesk, or call center.
• 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 the 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 vendors such as 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.
• Bilingual in French and English, written and oral.

Pay range : $70,000 - $85,000, depending on experience and skill set.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. We are committed to pay transparency and fair compensation for all coworkers. Each role is assigned a salary range informed by market data. We determine individual pay within the range based on experience, knowledge, skills, and abilities. This approach ensures competitive and equitable salaries reflecting each role’s responsibilities.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of IT solutions to business, government, education, and healthcare customers in the US, UK, and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps customers navigate the complex IT market and maximize their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected categories.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: IT Services and IT Consulting

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