Customer Chronicles: How Jack and Victor Make Customers a Priority
At CDW, we make technology work so people can do great things. Our coworkers are committed to building cutting-edge solutions to solve our customers’ most complex IT challenges.
We talked to Jack Hudson (he/him), Senior Account Manager, and Victor Marchetto (he/him), Sr. Consulting Cybersecurity Engineer, to learn how they made an impact by delivering on a FinTech customer’s needs. After listening to the customer’s business challenges, Jack looped in Victor to find a solution under a tight deadline.
Read on to see how Jack and Victor leaned on CDW teams to find the right solution for their customer.
Q: In simple terms, what was the customer’s IT challenge?
Jack Hudson (JH): The customer was under significant pressure from stakeholders and company prospects around Audits and Compliance. Specifically, the customer was looking to follow the NIST framework and needed expert help/vCISO. Companies working with the customer were asking about their Cloud Security Posture, which led to this challenge.
Q: What was the customer looking to achieve with CDW?
JH: The customer was looking for an SOW for consultative services with either CDW or one of our partners. Victor was able to scope out the opportunity before I allowed our partners to speak with the customer. In the end, the main goal was to find the right solution for the customer—whether that was through a security partner like Cybersafe or Trustwave versus CDW resources.
Q: What was your role in helping them solve that challenge?
JH: I was transparent and communicative with the customer and got the customer in front of the right people. I definitely feel that resources helped steer the conversation in the correct direction, but my focus was just consistent communication and determination to get the customer the right solution within the correct timeline.
Victor Marchetto (VM): After performing a requirement analysis, I introduced the customer to the right teams at CDW. Initially, I guided the opportunity to the Digital Velocity Solutions (DVS) team. When DVS couldn’t cover the security aspect, Jack asked the customer to join a call with a coworker on our DVS team, who looped in Focal Point for the security portion.
Q: What was the customer’s reaction?
JH: The customer is delighted with Focal Point already. Every time I hop on a web call with the customer, he meets me with a massive smile that makes everybody on the call laugh. It’s a real friendship—I really believe the customer knows that I genuinely have his back and want the engagement to be a success. In just 6 months, the account has gone from a $0 spend to massive rapport and opportunities on top of this services engagement.
Q: What do you enjoy most about working with customers?
JH: Talking about the customer’s family, life, learning about their company's Cloud Security Posture and being allowed to ask questions as well. Having had multiple conversations with the customer, it is clear they have similar values, which has knit us closer together.
VM: The thrill of rolling up our sleeves with our clients to solve complex challenges. Knowing we have the capability to help our customers become more secure.
Want to deliver industry-leading solutions for our customers? Explore our career opportunities.
At CDW, we make technology work so people can do great things. Our coworkers are committed to building cutting-edge solutions to solve our customers’ most complex IT challenges.
We talked to Jack Hudson (he/him), Senior Account Manager, and Victor Marchetto (he/him), Sr. Consulting Cybersecurity Engineer, to learn how they made an impact by delivering on a FinTech customer’s needs. After listening to the customer’s business challenges, Jack looped in Victor to find a solution under a tight deadline.
Read on to see how Jack and Victor leaned on CDW teams to find the right solution for their customer.
Q: In simple terms, what was the customer’s IT challenge?
Jack Hudson (JH): The customer was under significant pressure from stakeholders and company prospects around Audits and Compliance. Specifically, the customer was looking to follow the NIST framework and needed expert help/vCISO. Companies working with the customer were asking about their Cloud Security Posture, which led to this challenge.
Q: What was the customer looking to achieve with CDW?
JH: The customer was looking for an SOW for consultative services with either CDW or one of our partners. Victor was able to scope out the opportunity before I allowed our partners to speak with the customer. In the end, the main goal was to find the right solution for the customer—whether that was through a security partner like Cybersafe or Trustwave versus CDW resources.
Q: What was your role in helping them solve that challenge?
JH: I was transparent and communicative with the customer and got the customer in front of the right people. I definitely feel that resources helped steer the conversation in the correct direction, but my focus was just consistent communication and determination to get the customer the right solution within the correct timeline.
Victor Marchetto (VM): After performing a requirement analysis, I introduced the customer to the right teams at CDW. Initially, I guided the opportunity to the Digital Velocity Solutions (DVS) team. When DVS couldn’t cover the security aspect, Jack asked the customer to join a call with a coworker on our DVS team, who looped in Focal Point for the security portion.
Q: What was the customer’s reaction?
JH: The customer is delighted with Focal Point already. Every time I hop on a web call with the customer, he meets me with a massive smile that makes everybody on the call laugh. It’s a real friendship—I really believe the customer knows that I genuinely have his back and want the engagement to be a success. In just 6 months, the account has gone from a $0 spend to massive rapport and opportunities on top of this services engagement.
Q: What do you enjoy most about working with customers?
JH: Talking about the customer’s family, life, learning about their company's Cloud Security Posture and being allowed to ask questions as well. Having had multiple conversations with the customer, it is clear they have similar values, which has knit us closer together.
VM: The thrill of rolling up our sleeves with our clients to solve complex challenges. Knowing we have the capability to help our customers become more secure.
Want to deliver industry-leading solutions for our customers? Explore our career opportunities.
