Customer Success Manager - AWS

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

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

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

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

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

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

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

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

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

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

Key Areas of Responsibility – PPA specific

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

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  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.

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

Minimum Qualifications

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  Bachelor’s Degree or equivalent experience

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

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

Other Requirements

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  AWS Associate SA Certification, preference for Professional SA Certification

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  Proven ability to drive continuous value of solution(s)

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  Familiarity working with clients of all sizes

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  Impeccable written and verbal communication skills

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  Detail oriented and analytical

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  Strong team player but still a self-starter

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

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  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

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  Knowledge and proven success of engaging and working with sales teams

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  Strong interpersonal and presentation skills, including consulting skills

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  Strong passion for learning and teaching others

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

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  Strong problem-solving skills

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

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  Proficient in Microsoft office applications

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

Annual bonus target of $30,000 subject to terms and conditions of plan

Benefits overview: https://careers.cdw.ca/pages/benefits

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.

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

What you can expect from us: Culture, coworkers, careers.
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.