Customer Success Operations Specialist enabling customer - facing teams at Cardata, which automates vehicle reimbursement programs. Creating training, communications and resources that drive product adoption.
About the role
- Customer Success Manager owning strategic relationships and service outcomes for CDW’s Canadian technology clients. Coordinating governance, delivery, KPIs, and growth across service teams.
Responsibilities
- Own all aspects of customer experience for a portfolio of 10–25 clients
- Establish trusted strategic-advisor relationships with clients
- Drive continued value from solutions and growth within the portfolio
- Establish and drive governance models for service deliverables and improvement opportunities
- Lead customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, and financial oversight
- Establish critical customer goals and KPIs through Customer Success Planning
- Monitor incidents, projects, and activities involving CDW Managed and Professional Services
- Advocate for customers and escalate concerns to leadership before business impact
- Contribute to continuous improvement initiatives and adoption of CX tools and processes such as Gainsight
- Coordinate an end-to-end customer experience across Sales, Professional Services, Managed Services, and Operations
Requirements
- College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
- 5+ years of experience in a customer-facing role within a technology or services environment
- ITIL foundations certification
- B2B relationship intelligence, including ability to understand contractual obligations, service level agreements, and scope definition
- Ability to execute multiple tasks efficiently and effectively
- Ability to delegate effectively and deliver on time and on budget
- Ability to motivate and influence others without direct reporting authority
- Excellent presentation skills, including comfort speaking to engineering-level through C-level teams
- Current technical certification within the last 5 years from Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, or Microsoft
- Advanced ITIL certification at Practitioner level or higher (nice-to-have)
- Experience with Customer Success tools such as Gainsight (nice-to-have)
- Lean/Six Sigma Green Belt or higher certification (nice-to-have)
- Business Relationship Management Professional Certification (nice-to-have)
- Ability to obtain and maintain Canadian Security clearance (nice-to-have)
Benefits
- Opportunity to grow and advance a career at CDW
- Collaborative environment where work matters and growth is supported
- Equitable, transparent, and respectful hiring process
- AI learning and experimentation opportunities
- Equal opportunity employment
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