Program Manager, Customer Success Practice

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 Program Manager is responsible for the development, delivery, and management of strategic customer success and incentive programs across CDW business segments for CDW’s Customer Success Practice. The incumbent is responsible for designing tools to assist CDW in growing profitable revenue while delivering superior customer experience.

This role’s primary goal would be to optimize our ability to centrally execute on our Cloud Solutions and subscription Services Value Proposition and implementing processes to maximize gross profit and incentive opportunities as it relates to CDW’s Solutions and Services Practice. The role will focus on managing the introduction of new solutions and incentive programs and maximizing existing. This includes optimizing process and procedures for gross profit and incentive generating programs down to the customer level through our licensing specialists and sales; designing and delivering an efficient customer contact strategy and target profiling solution; improving tools, processes and resources to support selling; adding operational efficiencies to better scale; and helping align the software team with Sales, solutions, services and PPM to support growth in both revenue and profit.

Key Areas of Responsibility

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  Deeply understanding how Vendor Cloud programs are evolving and develop strategies to future proof our solutions and services practice.

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  Understand, develop a strategy for, rollout and project manage effective licensing programs to drive maximization Microsoft Incentives and additional Gross Profit generating programs.

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  Working directly with CDW vendors to gather funding program updates and implement enablement and operations processes to drive business (ie: ECIF, Workshops, FastTrack, MDF, deployment programs and adoption accelerators…)

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  Develop trusted partnership with Sales, Solutions, services and PPM teams to provide a platform for operational efficiencies and process improvements.

• Proactively work with Marketing, Integrated Technology Solutions, Sales and Product teams to develop Program opportunities

• Act a central point for collecting feedback and managing our strategy for the development or enhancement of our tools, resources, reporting and process improvements to support the following priorities:

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  Grow Revenue and Gross Profit through retention, solution up sell, software consolidation, Services engagement, Solution upsell and new account acquisition.

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  Maximize Cloud Vendor Incentive Program (ie: Microsoft, Google, AWS, Veeam etc)

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  Scale the reach and execution of our Customer Success Value Proposition including managing the creation of a customer journey strategy and materials

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  Manage the implementation and effectiveness of the Licensing Programs

• Determine targeted customer through development of program criteria

• Design and utilize reporting metrics with Operations

• Monitor campaign effectiveness to aid in decision making and planning

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  Seek and implement ways to maximize gross profit opportunities through efficient processes, tools and reporting

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  Enable relevant audiences to participate in customer success initiatives with documentation of procedures and required prerequisites for programs, management and maintenance of awareness & communication on any current or upcoming changes.

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  Competitive research and analysis to optimize our offerings and competitive strategy

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  Proactively partner with peers within the Microsoft team and across the organization to execute on priorities

Responsibilities

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  Tools and Process Responsibility

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  Customer Management Profile and Reporting

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  Sales Cost Analysis and Proposal Tools

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  Contract Management Contact Strategy Automation

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  Pipeline Enhancements and Deal Registration

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  Customer Success tool and pipeline integration

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  Data Warehouse Definition and Consolidated Reporting

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  Work with relevant departments to create and maintain collateral to promote CDW Canada Solutions and Services capabilities

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  Develop, execute and maintain CDW Canada’s competency road map (MPN)

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  Maintain Pipeline opportunities with support from Microsoft Customer Success Managers, Licensing Specialists and Sales

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  Submit and track funding claim for all eligible programs

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  Other operational responsibilities as needed

Minimum Qualifications

Minimum 3 years Microsoft Software Licensing Program and contract management experience required

Bachelor's degree in business, Accounting, Finance or equivalent experience

Other Required Qualifications

Excellent oral and written communication skills

Demonstrated strong analytical and problem-solving skills

Ability to develop trusted relationships (internal and external) at all levels in an organization with a proven track record of high satisfaction ratings from internal stakeholders

Proven collaboration and teaming skills

Understanding/Appreciation of maintaining confidentiality

Organized and the ability to prioritize project work.

Must work proactively and manage multiple tasks.

Ability to work in a fast-paced environment.

Preferred Qualifications

Associate or bachelor's degree preferred

Microsoft Licensing Specialist experience preferred

Expert knowledge of SPS, Pipeline Tool, AS400 processes, software analysis tools, software sales process.

Deep knowledge of backbone departments, responsibilities, and processes

Pay range: $79,000 - $114,800 depending on experience and skill set

Annual bonus target of $10,000 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.