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Cloud Manager of Client Insight Managersat CDW Careers

Job ID: 
23000208
Focus Area: 
Delivery Engineering
Date Posted 
Jan 30, 2023
Location: 
Remote, Remote
Employment Type: 
Full-Time

This job posting is no longer active

The Cloud Manager, Client Insight will recruit, lead, and develop a team of world-class Client Insight Managers in making our Customer Journey successful with CDW Managed Services by driving adoption, growth, retention, and customer satisfaction in their designated region.

 

Key Areas of Responsibility

  • Establish and cultivate a solid working relationship with Customers - building relationships with customer from IT Managers up to "C" level executives. 
  • Recruit, coach and develop individuals on the CSM team 
  • Lead and manage CSM team to achieve adoption, growth, retention and customer satisfaction targets 
  • Define and manage to a set of analytical KPIs to drive the direction of the team; deliver against quarterly and long-term targets. 
  • Design and execute initiatives aimed at increasing Customer adoption, growth, retention and customer satisfaction 
  • Build and maintain relationships across CDW teams, organizations and offices 
  • Customer Responsibilities - Conduct face-to-face customer loyalty meetings for top Managed Services customers Serve as escalation point for Managed Services customer experiencing critical Customer satisfaction issues Advocate Managed Services within CDW in increase awareness about offerings and capabilities Own and manage customer satisfaction / loyalty with your customers in the assigned geography Assist CSM team in proactively resolving issues, as necessary Ensure that best practices are incorporated in the delivery of Managed Services of all solutions across Practice(s) and geographies Provide overall engagement management and oversight for Customer engagements 
  • Coworker Responsibilities - Ensure your team fully understands and performs their role, processes, and procedures while possessing the right set of professional consulting, operations, and sales skills Create individual CSM, technical, and professional development plans with each team member as appropriate Provide complete, accurate, ongoing communication with your team Deliver substantive performance feedback and coaching to your team Attract, recruit and retain the "best and brightest" Managed Services Coworkers Perform teambuilding and foster an appealing work environment based on trust, respect and competence Monitor and resolve coworker satisfaction / loyalty issues 
  • Operations Responsibilities - Lead and implement Managed Services' vision, goals and strategies Manage and monitor General & Administrative expenses Collaborate with Managed Services co-workers on internal and external training, internal projects, Coworker bonuses and merit and salary increases Ensure that time and invoice approval is performed in a complete, accurate and timely manner Participate in the recruitment and selection of other coworkers Contribute to Managed Services team meetings and Managed Services best practices 
  • Measurements and Targets- Revenue Customer Retention Customer Loyalty and Satisfaction 

Basic Qualifications

  • BS in Business Management, Telecommunications, Computer Science, Engineering or related discipline, or an equivalent combination of education and experience 
  • At least three (3) years’ experience with a variety of cloud platforms including AWS, GCP and Microsoft
  • At least two (2) years’ experience recruiting, hiring and training employees within a consulting environment
  • At least three (3) years’ experience in a role where strategies to reduce, prevent or resolve escalations of conflicts and challenges were utilized
  • At least two (2) years’ experience helping to achieve financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions.
  • At least two (2) years’ experience with Profit and Loss responsibility 

Required Qualifications

  • Operationally able to implement and deploy the execution of the Managed Services vision and roadmap
  • Understanding of process methodology and ability to execute
  • Demonstrated ability to lead and managed teams to ensure attainment of critical results while gaining consensus of the team
  • Effective oral and written communication skills
  • Demonstrated negotiation skills
  • Experience working with branch vendors and business partners
  • Ability to lead and manage to ensure attainment of critical results
  • Ability to act as a trusted advisor in a strategic partnership
  • Demonstrated ability to meet business unit sales objectives
  • Demonstrated project and risk management skills
  • Demonstrated IT background in Advanced Technologies
  • Ability to travel a minimum of 10%

Preferred Qualifications

  • Strategic visionary
  • ITIL

 

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation.  Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.

 
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