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Managing Consultant Engineer-Managed Services/Technical Account Managerat CDW Careers

Job ID: 
24000105
Focus Area: 
Delivery Engineering
Location: 
Remote, Remote
Remote Type: 
Remote

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The Technical Account Manager (TAM) is a post-sales technical resource within CDW’s Managed Services. The TAM is a hands-on individual that proactively drives technical activities, as well as acting as the customer's technical go-to person across all Managed Services within our largest and most complex customer accounts. The TAM’s core objectives are to lead engineering across competencies and proactively identifying/driving technology improvements within their accounts resulting in improved environment stability, increased efficiency and helping the customer to avoid problems before they occur. The TAM collaborates closely with CDW’s Service Delivery and Customer Success team and is the support teams point of escalation.  This critical collaboration ensures that collectively CDW is attaining a high level of customer satisfaction. CDW’s TAM works closely with these teams as well as Sales and presales to identify and inform on potential expansion opportunities based upon the technical and business knowledge within the customer's environment. The TAM ensures that best practices are being followed within the customer's environment and strives toward delivering consistent service levels by exceeding customer expectations. In addition, the TAM will be responsible for providing technical recommendations based on the data obtained during the weekly, monthly, and quarterly meetings.

This position is also a key contributor to the Managed Services engineering team responsible for supporting complex technical services and solutions, which may include, but is not limited to:  Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems, network infrastructure environments, virtualized systems, and database systems.  

Key Areas of Responsibility

  • Manage the overall and ongoing relationship with multiple, enterprise level Managed Services customers through technical, strategic, proactive, open, responsive and collaborative relationship management.
  • Provides leadership and advice/counsel on technical subject matters and architecture design to Customers, the Managed Services Team, and other organization teams.
  • Recognized by customer, peers, and management as SME expert, staying relevant in upcoming technologies, IT trends and IT transformation.
  • Maintains client relationships as a trusted Technical Advisor. Serves as focal point for communications between CDW and Managed Services clients, when necessary, using experience and judgment to communicate effectively to all parties.
  • Conducts/leads design workshops for complex designs to meet customer, business, and technical objectives.
  • Mentor other engineers to apply engineering background knowledge for Managed Services project design, analysis, and project coordination of services or products.
    Research current and emerging technologies, evaluates alternatives, makes recommendations, and presents reports to management.
  • Develops, improves, and maintains customer presentations, demo instructions, training documentation, templates, and other related collateral.
  • Enhance, develops, and follows vendor training requirements, certifications and provides guidance, support and education to fellow engineers.
  • Assists organizational resources to assess the amount of effort required for services engagements and provide technical input for the Scopes/Statement of Work generation
  • Designs and oversees upgrades to advanced and complex client infrastructure solutions. Transfers technical skills and knowledge to client and peers.
  • Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
  • Follows change control, incident response, and testing processes
  • Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog
  • Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication
  • As needed, a member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met.  To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime
  • Escalation resources of on-call rotation.  Support of engineering peers for complex technical issues and business critical situations.
  • Participate and lead various client projects intended to continually improve/upgrade technology infrastructures
  • Review, create and execute test plans to meet project requirements for assigned components
  • Design, plan and implement solutions using the latest technology
  • Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
  • Conduct expert throughput analysis, problem solving, root cause analysis, and infrastructure planning
  • Identify and communicate potential opportunities for cross-selling to the sales team
  • Assist Professional Services team when required with client including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
  • Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management
  • Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.)
  • Understand SLAs in a production environment and proactively strive to meet the commitments
  • Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.
  • Tests, evaluates, and develops new products, offerings, and solutions
  • Conducts training of customers and company employees in both formal and informal environments
  • Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog
  • Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information
  • Act as the technical lead for specific technologies
  • Advise across the full stack of Managed Services solutions, support fellow technical leads and teams, and drive value enhancement to the Managed Services portfolio.

Education and/or Experience Qualifications
  • Minimum of 8 years of engineering experience
  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics, or a related field; equivalent experience acceptable
  • Minimum of 5 years IT engineering work experience dealing with one or more infrastructure solutions supported by the Managed Services practice (Networking Infrastructure, Enterprise Storage, Mainframe, Midrange, Windows, and/or Unix/Linux systems, virtualization technologies, monitoring infrastructure, databases, and/or security tools) 
    Required Qualifications
    • Currently holds certifications at high levels in primary area of technical expertise.
    • Demonstrated ability to apply technical background and knowledge to business direction and provide real business-based customer outcomes.
    • Demonstrated ability to develop project plans and schedules to complete complex projects or new solution/product development
    • Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs.
    • History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the customers while meeting deadlines.
    • Ability to perform advanced root cause analysis and drive solutions that deliver long term improvements
    • Strong organizational, analytical, and problem-solving skills.
    • Customer Service focused and a high level of professionalism.
    • Ability to consistently follow policies and procedures.
    • Strong communication and documentation skills.
    • Excellent verbal and written communication skills, with the ability to effectively interact with all coworkers and stakeholders, including all levels of leadership (IE; C level executives, Directors and VP’s)
    • Ability to prioritize work and handle multiple tasks simultaneously in a fast paced, diverse, and growth-oriented environment.
    • Demonstrates ability to work independently and be self-sufficient
    • Ability to work as a team and provide guidance, mentorship, and support of peers.
    • Must have good time management skills and be able to meet rigid and urgent assignment schedules.
    • Ability to travel as needed.
    • Demonstrates ability to develop strong customer relationships and trust to secure future business
    • Demonstrates ability to achieve high levels of customer satisfaction.
    • Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way. 
    Preferred Qualifications
    • Experience in a large data center environment
    • 5 Years Managed Services Experience
    • Holds certifications in areas other than primary expertise.
    Date Posted: Feb 27, 2024
    Job Category: Engineering
    People Leader v. Individual Contributor: Individual Contributor
    Travel Percentage: 10
     
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