CDW Technical Account Manager - Managed Services in Chicago, Illinois


Role Overview

The incumbent in this position is responsible for customer relationship management, technical understanding, adoption and expansion of managed services.

Key Areas of Responsibility

  • Own Internal and Customer Collaboration

  • Responsible for ensuring successful customer adoption and finding success with CDW’s Managed Services offerings

  • Responsible for expanding the use of CDW services within the account

  • Manage the overall and ongoing relationship with multiple Managed Services customers through proactive, open, responsive and collaborative account management

  • Responsible for accurate inventory management to ensure proper billing

  • Manage customer requests based on the service level agreement and customers’ needs

  • Collaborate with CDW engineers to ensure timely resolution of customer issues

  • Responsible for analyzing and delivering technical and operational reviews including data analysis and preparation of presentations

  • Run periodic customer cadence meetings including detailed review of service disruptions, monitoring alerts, metrics and remediation recommendations

  • CDW Lead for customer requested meetings (onsite or via phone)

  • Responsible for working collaboratively with other CDW services coworkers to ensure an optimal customer experience

  • Customer Business and Technical Subject Matter Expert

  • Leverage knowledge of your customers’ environments to assist support engineers and service teams in better serving your customers

  • Understand the customer’s technical environment and key business goals. Leverage that knowledge to help achieve the customer’s business outcomes

  • Collaborate with engineering staff for resource assignment and execution

  • Oversight and customer SME in the event of a business impacting event

  • Continuously improve customer IT and business processes, including audit and updates of diagrams, KB articles, etc.

  • Responsible for understating and supporting the customer’s infrastructure, hardware, and products

  • Engage executives to understand business needs

  • Responsible for understanding and leveraging use all tools and processes across all CDW service groups to facilitate rapid resolution of customer concerns

  • Growth and Retention

  • Make recommendations on how new CDW offerings fit in the company architecture

  • Sales escalation point for customer presentations and questions

  • Manage and grow client relationship and managed services footprint

  • Deliver key portfolio updates

  • Measurements

  • Customer growth, retention, satisfaction


Education and/or Experience Qualifications

  • Bachelor's degree in IT, Business or a related field or equivalent experience

  • Four years of experience in IT relationship management, IT project management or IT engineering

  • Strong technical aptitude and a working knowledge of network, operating systems and application layer concepts. This includes the terminology and troubleshooting methodology

    Other Required Qualifications

  • High organizational and time management skills

  • Maintain composure in a sometimes high-stress work environment while providing superior customer service

  • Proven success in ownership, task management and driving results

  • Excellent verbal and written communication skills. Includes handling IT terminology with diverse customer audiences

  • Demonstrated ability to multi-task while handling multiple customers

  • Ability to work well with teams and independently

  • High degree of organization and attention to detail

  • Develop and maintain positive working relationship with all contacts including internal and external customers

  • Ability to communicate with coworkers at all organizational

  • Strong analytical and problem solving skills

  • Ability to continually learn new technology and to keep pace with an ever-changing industry

    Preferred Qualifications

  • ITIL Foundation Certification

  • PMP and/or Project Management experiences

  • In-depth knowledge of Microsoft Office Suite

Technical Account Manager - Managed Services

Chicago, IL