Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

The AWS Customer Success Manager is a key post-sales role responsible for ensuring our customers' success with AWS services purchased through CDW Canada. This individual will work closely with customers to understand their needs, provide expert guidance, and ensure they achieve their business goals using AWS.

Role Overview – Transformational License Agreements/ Enterprise License Agreements

The CSM role will also focus on lifecycle management of AWS solutions.

Key Areas of Responsibility:

• Customer Engagement: Build and maintain strong relationships with customers, serving as their primary point of contact for AWS-related inquiries and support.

• Post-Sales Support: Provide post-sales support to customers, ensuring a smooth transition from purchase to implementation and ongoing usage.

• Solution Guidance: Offer strategic and technical guidance to help customers effectively utilize AWS services, including conducting regular check-ins, reviews, and optimization recommendations.

• Customer Success Plans: Develop and execute customer success plans tailored to each client's unique needs and goals.

• Issue Resolution: Proactively identify and resolve customer issues, working closely with internal teams and AWS support when necessary.

• Training and Enablement: Conduct training sessions and workshops to enhance customers' understanding and usage of AWS services.

• Feedback Loop: Act as a voice of the customer within CDW, providing feedback and insights to improve our AWS offerings and services.

• Metrics and Reporting: Track and report on key success metrics, including customer satisfaction, usage patterns, and adoption rates.

Key Areas of Responsibility – PPA specific

• Identify, define and drive AWS renewals, phased upsell and cross sell opportunities from account base, including the facilitation of change orders, as necessary.

• This role is responsible for managing and driving the consumption of AWS services with customers consuming under a Enterprise Discount Program (EDP). This role involves working closely with customers to understand their needs, provide strategic guidance, and ensure efficient burn down of AWS EDP commitments.

• Provide expert advice and recommendations to customers on how to optimize their AWS consumption and align it with their business objectives.

Minimum Qualifications

• Bachelor's Degree or equivalent experience

• Minimum 3-5 years of experience in cloud services, IT account management, or a related role with a focus on AWS

• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

Other Requirements

• AWS Associate SA Certification, preference for Professional SA Certification

• Proven ability to drive continuous value of solution(s)

• Familiarity working with clients of all sizes

• Impeccable written and verbal communication skills

• Detail oriented and analytical

• Strong team player but still a self-starter

• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

• Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training

• Knowledge and proven success of engaging and working with sales teams

• Strong interpersonal and presentation skills, including consulting skills

• Strong passion for learning and teaching others

• Ability to think creatively and come up with proactive ideas that will increase sales

• Strong problem-solving skills

• Must be able to communicate effectively and in a constructive manner with management, peers and coworkers

• Proficiency in Microsoft office applications

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek and paid on a bi-weekly payroll schedule.

Pay range: $65,000 - $97,000 depending on experience and skill set

We make technology work so people can do great things. 

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.