CDW Technical Account Manager - Managed Services in Vernon Hills, Illinois


Role Overview

The incumbent in this position is responsible for customer relationship management, technical understanding, adoption and expansion of managed services.

Key Areas of Responsibility

  • Own Internal and Customer Collaboration

  • Responsible for ensuring successful customer adoption and finding success with CDW’s Managed Services offerings

  • Responsible for expanding the use of CDW services within the account

  • Manage the overall and ongoing relationship with multiple Managed Services customers through proactive, open, responsive and collaborative account management

  • Responsible for accurate inventory management to ensure proper billing

  • Manage customer requests based on the service level agreement and customers’ needs

  • Collaborate with CDW engineers to ensure timely resolution of customer issues

  • Responsible for analyzing and delivering technical and operational reviews including data analysis and preparation of presentations

  • Run periodic customer cadence meetings including detailed review of service disruptions, monitoring alerts, metrics and remediation recommendations

  • CDW Lead for customer requested meetings (onsite or via phone)

  • Responsible for working collaboratively with other CDW services coworkers to ensure an optimal customer experience

  • Customer Business and Technical Subject Matter Expert

  • Leverage knowledge of your customers’ environments to assist support engineers and service teams in better serving your customers

  • Understand the customer’s technical environment and key business goals. Leverage that knowledge to help achieve the customer’s business outcomes

  • Collaborate with engineering staff for resource assignment and execution

  • Oversight and customer SME in the event of a business impacting event

  • Continuously improve customer IT and business processes, including audit and updates of diagrams, KB articles, etc.

  • Responsible for understating and supporting the customer’s infrastructure, hardware, and products

  • Engage executives to understand business needs

  • Responsible for understanding and leveraging use all tools and processes across all CDW service groups to facilitate rapid resolution of customer concerns

  • Growth and Retention

  • Make recommendations on how new CDW offerings fit in the company architecture

  • Sales escalation point for customer presentations and questions

  • Manage and grow client relationship and managed services footprint

  • Deliver key portfolio updates

  • Measurements

  • Customer growth, retention, satisfaction


Education and/or Experience Qualifications

  • Bachelor's degree in IT, Business or a related field or equivalent experience

  • Four years of experience in IT relationship management, IT project management or IT engineering

  • Strong technical aptitude and a working knowledge of network, operating systems and application layer concepts. This includes the terminology and troubleshooting methodology

    Other Required Qualifications

  • High organizational and time management skills

  • Maintain composure in a sometimes high-stress work environment while providing superior customer service

  • Proven success in ownership, task management and driving results

  • Excellent verbal and written communication skills. Includes handling IT terminology with diverse customer audiences

  • Demonstrated ability to multi-task while handling multiple customers

  • Ability to work well with teams and independently

  • High degree of organization and attention to detail

  • Develop and maintain positive working relationship with all contacts including internal and external customers

  • Ability to communicate with coworkers at all organizational

  • Strong analytical and problem solving skills

  • Ability to continually learn new technology and to keep pace with an ever-changing industry

    Preferred Qualifications

  • ITIL Foundation Certification

  • PMP and/or Project Management experiences

  • In-depth knowledge of Microsoft Office Suite

Technical Account Manager - Managed Services

Vernon Hills, IL