- Toronto, Ontario, Canada
- Full-time · Senior
- CA$82K–CA$115K per year
- 5+ years
The Customer Success Manager owns key customer relationships for a portfolio of accounts, acting as the central point of alignment across teams to ensure services are delivered with customer objectives and value is continuously realized.
Compensation
Pay range: $82,000- $114,800, depending on experience and skill set
Responsibilities
- Be accountable for all aspects of customer experience for a portfolio of 10-25 clients
- Establish trusted/strategic advisor relationship with clients and drive continued value of solutions and growth within the portfolio
- Establish and drive the governance model to monitor service deliverables and improvement opportunities (customer meetings, roadmap sessions, project calls, customer health checks, SLA reporting, financial oversight)
- Work with customers to establish critical goals and KPIs (Customer Success Planning)
- Be aware of all incidents, projects, and activities that CDW’s Managed and Professional Services are engaged in for assigned customers
Requirements
- College or University Degree in a relevant field (Computer Science, Management Information Systems) or comparable work experience
- Nice to have: Advanced ITIL Certification (Practitioner or higher)
- Nice to have: Experience with Gainsight
- Nice to have: Lean/Six Sigma Belt Certification (Green Belt or higher)
- Nice to have: Business Relationship Management Professional Certification (BRMP)