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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer experience and relationships across a diverse portfolio, with a focus on driving value and continuous improvement through effective governance and strategic planning. Proficient in utilizing Customer Success tools and methodologies to enhance client satisfaction and operational efficiency.
Highest-signal resume keywords
Customer Experience ManagementITIL Foundations CertificationGainsight ProficiencyB2B Relationship IntelligenceTechnical Certification from Cisco, EMC, Palo Alto, Checkpoint, F5, RSA, Linux, VMware, or Microsoft
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success PlanningGovernance Model DevelopmentSLA ReportingKPI EstablishmentIncident MonitoringProject ManagementFinancial OversightLean/Six Sigma Green BeltBusiness Relationship ManagementContractual Obligation Understanding
Soft Skills
Presentation SkillsInfluencing Without AuthorityDelegationMotivationEfficiency in Task Execution
Tools & Technologies
GainsightCustomer Success Tools
Certifications & Qualifications
ITIL Foundations CertificationAdvanced ITIL CertificationBusiness Relationship Management Professional Certification
Industry Keywords
Customer ExperienceB2B ServicesTechnology EnvironmentService Level AgreementsContinuous Improvement
Tech Stack
Tools & technologiesLinuxVMware
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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