Strategic Customer Success Manager: Growth & Partnerships

CO3000 CDW Canada Corporation; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

CDW is seeking a Customer Success Manager to own the end-to-end experience for a portfolio of 10-25 clients. You will establish trusted advisor relationships, drive value from our solutions, and govern service delivery with cross-functional teams including Sales, Professional Services, and Operations.

You will coordinate with clients to define goals and KPIs, monitor incidents and projects, and advocate for customers to leadership. Strong communication and ITIL groundwork are essential.

Qualifications

• College or University Degree in a relevant field or comparable work experience.
• 5+ years in a customer-facing role within a technology or services environment.
• 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, with deliverables on time and on budget.
• Ability to drive successful change by motivating and influencing others not in a direct reporting capacity.
• Excellent presentation skills - comfortable talking to teams from engineering level upwards to C-level.
• Technical certifications (Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, Microsoft).

Responsibilities

• Be accountable for all aspects of customer experience for the portfolio of 10-25 clients, assigned to you
• Establish trusted/strategic advisor relationship with clients and drive continued value of our solutions and growth within the portfolio
• 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
• Contribute to continuous improvement initiatives and adoption of CX tools and processes (e.g., Gainsight)

Skills

Customer relationship management

Strategic account management

Stakeholder communication

IT service management

Leadership

Education

College or University Degree in a relevant field (CS/MIS) or comparable work experience

Tools

Gainsight

ITSM tools

SLA management

Job description

CDW is seeking a Customer Success Manager to own the end-to-end experience for a portfolio of 10-25 clients. You will establish trusted advisor relationships, drive value from our solutions, and govern service delivery with cross-functional teams including Sales, Professional Services, and Operations.

You will coordinate with clients to define goals and KPIs, monitor incidents and projects, and advocate for customers to leadership. Strong communication and ITIL groundwork are essential.