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Program Manger - Customer Success Practice

Job ID 24001261
Team Sales
Posted Date May 02, 2024
Location Toronto, ON
Eligible for Remote  
Contract Type Full-Time
Security Clearance  

The Program Manager is responsible for the development, delivery, and management of strategic customer success and incentive programs across CDW business segments (Corporate / Government) for CDW’s Customer Success PracticeThe 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 PracticeThe role will focus on managing the introduction of new solutions and incentive programs and maximizing existingThis 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 

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

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

  • 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…)  

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

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

  1. Act as 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:   

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

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

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

    • Manage the implementation and effectiveness of the Licensing Programs 

    1. Determine targeted customer through development of program criteria 

    1. Design and utilize reporting metrics with Operations 

    1. Monitor campaign effectiveness to aid in decision making and planning 

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

    • 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. 

    • Competitive research and analysis to optimize our offerings and competitive strategy 

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


    • Tools and Process Responsibility 

    • Customer Management Profile and Reporting 

    • Sales Cost Analysis and Proposal Tools 

    • Contract Management Contact Strategy Automation 

    • Pipeline Enhancements and Deal Registration  

    • Customer Success tool and pipeline integration 

    • Data Warehouse Definition and Consolidated Reporting  

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

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

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

    • Submit and track funding claim for all eligible programs  

    • Other operational responsibilities as needed 

Minimum Qualifications 

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

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


Other Required Qualifications 

  1. Excellent oral and written communication skills  

  1. Demonstrated strong analytical and problem-solving skills  

  1. 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 

  1. Proven collaboration and teaming skills  

  1. Understanding/Appreciation of maintaining confidentiality 

  1. Organized and the ability to prioritize project work. 

  1. Must work proactively and manage multiple tasks. 

  1. Ability to work in a fast-paced environment. 


Preferred Qualifications 

  1. Associate or bachelor's degree preferred  

  1. Microsoft Licensing Specialist experience preferred  

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

  1. Deep knowledge of backbone departments, responsibilities, and processes  


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