CDW Service Account Manager - Managed Services in Madison, Wisconsin

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)

Qualifications

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.

Service Account Manager - Managed Services


Madison, WI

18001192