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Customer Success Manager – Managed Services at CDW Careers

Job ID: 
Focus Area: 
Delivery Engineering
Date Posted 
Aug 30, 2021
Chicago, Illinois
Employment Type: 

This job posting is no longer active

The primary responsibility of the Service Account Manager (SAM) is to:

  • Manage the overall and ongoing CDW HMS business relationship with multiple, large managed services customers through proactive, open, responsive and collaborative account management.
  • Billing and Invoice Processing: Attention to detail. On a monthly basis, the SAM reviews, approves and delivers clear and accurate invoicing.
  • Request Processing: Receives, prioritizes, monitors and delivers customer requests based on the service level agreement and customers’ needs.
  • Service Level Management: On a monthly basis, maintains service levels as arranged with the customer. SAM escalates issues when the service levels are not being met.
  • Ticket management: Monitors customers' incidents to insure they're being prioritized and processed as expected.
  • Engineering Resource Coordination: Works with the Lead Engineer regarding resource assignment and execution.
  • Reporting and Documentation: On a regular basis or when requested by customer, delivers information either through an onsite or online mechanism. This includes monthly, quarterly and adhoc information.
  • Situation Management: In the event of a high severity situation >30 minutes, assumes an extended communication role acting as advocate for both the customer and CDW HMS to resume business operations as soon as possible.
  • Process Improvement: Continually look for ways to improve CDW HMS processes.
  • Project Management: Manage small projects consisting of project management time up to 40 hours.
Additional Responsibilities:
  • Monthly or Quarterly presentations/reports
  • Internal project participation (projects that impact HMS customer or the SAM role)
  • Process improvements to SAM role
  • Coaching and mentoring SAMs and Associate SAMs
  • Resolve complex customer issues utilizing multiple data points
Organizational Relationships:
  • Reports to the Client Support Manager.
  • Works closely with HMS Engineers, Project Managers and Sales Specialists along with the Advanced Technology Account Executives (ATAE)

Minimum Basic Qualifications:

  • Bachelor's degree in IT, Business or a related field or equivalent experience
  • Five to seven years of experience in IT relationship management, project management or account management
  • Four to six years experience in service account management with multiple, large customers utilizing IT availability managed services
  • IT infrastructure project management experiences where project manager's effort exceeds forty hours
  • IT knowledgeable to manage the HMS Service Catalog with customers
  • ITIL Foundation Certification

Other Required Qualifications:

  • Excellent communication skills - verbal and written. Includes handling IT terminology with diverse customer audiences.
  • Demonstrated ability to multi-task while handling multiple customers.
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