Customer Success Operations Specialist

CDW

. Enable the effectiveness, scalability, and operational excellence of Customer Success .

Posted 10/19/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$70,000 - CA$96,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Microsoft Licensing Operations and optimizing customer success processes while ensuring operational excellence and fiscal accountability. Proficient in project management, cross-departmental collaboration, and delivering strategic Microsoft programs effectively.

Highest-signal resume keywords

Microsoft Licensing OperationsProject ManagementCross-Departmental EngagementMicrosoft Incentive ProgramsCustomer Success Optimization

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

IaaSCloud SolutionsProcess OptimizationProgram AdministrationReportingContract ManagementVendor ReportingMicrosoft Performance TrackingGo-To-Market StrategiesMicrosoft Program Training

Soft Skills

Excellent Written CommunicationVerbal CommunicationPresentation SkillsStrong Organizational SkillsAttention to Detail

Tools & Technologies

Microsoft OfficeCoPilotExcelWordOutlookPowerPoint

Industry Keywords

Customer SuccessOperational ExcellenceFiscal ResponsibilitySales ProcessesEnterprise Customers

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Enable the effectiveness, scalability, and operational excellence of Customer Success
Translate strategic partnership priorities into scalable processes and day-to-day execution
Work cross-functionally with CSMs, Sales, Licensing, Finance, Services, and Microsoft
Support operations and program offerings from inception through implementation and ongoing execution
Manage agreement and licensing operations, program administration, reporting, platform enablement, process optimization, workflows, tools, training, and best practices
Optimize processes across the customer and sales lifecycle
Maximize gross profit and Microsoft incentive opportunities at the customer level
Operationalize emerging Microsoft requirements, programs, and services across CDW Canada
Support team enablement and operational continuity, including onboarding, documentation, cross-training, reporting, and program communications
Support strategic Microsoft programs end to end and deliver KPIs and milestones on time, in scope, and on budget
Maintain process guides and standard operating procedures
Lead annual Partner compliance audit submissions and act on findings
Support Microsoft Enterprise Agreement T36, renewals, Software EDC, contract management, vendor reporting, rebates, and incentives
Process and invoice customer agreements across marketplaces
Enter anniversary orders and complete annual Microsoft billings
Manage CPOR claims and support licensing inquiries
Submit, track, and claim Microsoft funding for eligible programs
Develop go-to-market strategies, promotional campaigns, and customer-facing documentation
Provide sellers with tools, resources, and enablement for Microsoft program discussions
Support renewals, true-ups, services revenue growth, customer events, field alignment, and account mapping
Develop and deliver Microsoft program training
Track and report Microsoft performance and campaign effectiveness
Maintain pipeline opportunities and perform other operational support responsibilities

Requirements

What you’ll need

Bachelor's degree in business or a computer-related field, or equivalent experience
Three or more years of industry experience delivering quality technology solutions
Three or more years supporting technology projects across IaaS and cloud solution areas
One or more years in a Microsoft Licensing Operations role or equivalent experience
Experience supporting medium to enterprise customers and partners
Proven experience in project management and cross-departmental engagement
Accountability for project results and fiscal responsibility
Ability to lead teams to meet project deadlines
Knowledge of Microsoft Incentive programs
Proficiency with Microsoft Office applications, including CoPilot, Excel, Word, Outlook and PowerPoint
Excellent written, verbal and presentation skills
Strong organizational skills, attention to detail, and ability to multi-task, organize and prioritize
Ability and willingness to travel up to 50 percent, or as needed
Experience supporting Microsoft licensing, programs or operational processes
Knowledge of backbone departments, their responsibilities and processes
Strong business acumen and understanding of sales processes

Benefits

Comp & perks

Market-competitive total rewards package
Bi-weekly payroll schedule
AI-enhanced learning and experimentation culture
Equitable, transparent, and respectful hiring process
Ability to travel to other CDW locations, meetings, and client sites