Customer Success Manager

• Establish trusted, strategic advisor relationships with assigned enterprise-level customers
• Serve as the main point of contact for a portfolio of complex Managed Services customers
• Understand customer business objectives, challenges, requirements and strategic outlooks
• Develop and execute customer success plans
• Drive adoption, utilization, satisfaction, retention, renewals and expansion of Managed Services
• Stay current on industry trends, market dynamics and competitive landscape to provide strategic guidance
• Analyze customer data and feedback to improve customer experience and identify trends and improvement areas
• Engage customer executives and stakeholders to define, track and measure solution impact
• Advocate for customer needs within CDW and share insights with internal teams
• Monitor key performance indicators and report to CDW stakeholders and customer sponsors/executives
• Establish weekly, monthly and quarterly customer review cadences
• Respond to customer inquiries, concerns and issues
• Act as liaison for technical inquiries, issues and escalations across support, product development and service delivery teams
• Manage critical escalations and coordinate investigation and resolution of technical and operational challenges
• Communicate issue status and resolution clearly to customers
• Identify and pursue upselling and cross-selling opportunities in partnership with sales teams
• Align Managed Services offerings with evolving customer needs
• Drive customer renewals and position relevant additional solutions to maximize revenue
• Lead service improvement initiatives and implement necessary changes with appropriate teams
• Conduct presentations and conversations with customer and internal executive stakeholders
• Lead internal initiatives
• Coach and mentor Associate CSMs and Customer Success Managers

Senior Customer Success Manager – Managed Services

Cloud Engineer

• Lead accounting and financial oversight for monthly, quarterly, and annual close processes related to cloud revenue and costs
• Design, implement, and improve scalable end-to-end accounting processes for cloud revenue, costs, and related financial activities
• Partner with Sales, Cloud Operations, and Technology teams on new cloud offerings, commercial programs, and strategic initiatives
• Provide accounting leadership and guidance on complex cloud transactions, commercial arrangements, and evolving business models
• Establish and maintain accounting policies, controls, and governance frameworks
• Partner with Financial Planning & Analysis teams on financial trends, forecasting, and revenue and profitability drivers
• Identify opportunities to automate and simplify workflows using technology, data, and AI-enabled solutions
• Advance coworker performance and development while fostering accountability, collaboration, and operational excellence
• Support internal and external audits and maintain compliance with company policies, SOX requirements, and financial reporting obligations

Senior Manager, Accounting Sales & Revenue – Cloud Services

Analyst

• Monitor and ensure compliance with contractual terms and conditions for a healthcare contract portfolio, including GPO and direct customer agreements
• Maintain customer pricing programs, manufacturer price maintenance, and GPO membership in CDW systems
• Use CDW systems and AI tools to prepare, analyze, and distribute recurring and ad hoc contract reports
• Process customer rebates and contract fees
• Track contract deliverables and expirations and support contract renewals
• Manage operational setup and launch of new customer agreements and programs
• Prepare contract modifications for price changes, additions, discontinuations, and product adjustments
• Develop and maintain contract reference materials
• Maintain an accurate contract repository for internal and external use
• Support internal stakeholders and external partners, including timely management of Salesforce cases
• Protect confidential information and escalate contract-related concerns
• Lead or participate in department and company initiatives and administer strategic programs

Contract Analyst

Technical Account Manager

• Act as the primary technical contact and trusted advisor for assigned managed services customers
• Manage customer technical health, roadmaps, lifecycle, risks, and IT estate alignment with business outcomes
• Translate business requirements into technical solutions and recommendations
• Lead technical reviews, governance forums, QBRs, and service reviews
• Track lifecycle, end-of-life, patching, firmware, obsolescence, capacity, and technical debt risks
• Provide technical governance across incident, problem, and change management
• Lead major incident escalations, root cause analysis, and post-incident reviews
• Drive continual service improvement, automation, optimisation, stability, and performance improvements
• Identify service expansion and modernisation opportunities and support solutioning and scoping
• Coordinate with internal delivery, architecture, security, project, professional services, and portfolio teams
• Manage third-party and vendor technical relationships and escalations
• Record and track service-led opportunities via Salesforce

Technical Account Manager – Managed Services

Accountant

• Analyze, record, and review financial information related to vendor funding and advertising programs
• Interpret vendor agreements and incentive contracts for accounting treatment under ASC 705-20 and related GAAP
• Partner with Product and Partner Management, Procurement, Marketing, FP&A, Revenue Accounting, and other stakeholders
• Prepare journal entries, account reconciliations, and financial analytics monthly, quarterly, and annually
• Maintain compliant financial records and prepare financial management reports
• Ensure timely monthly, quarterly, and year-end closes and reporting
• Establish and monitor accounting control procedures
• Resolve accounting discrepancies and irregularities independently
• Record and analyze vendor funding sources and balance sheet accounts
• Guide non-financial teams on accounting rationale and reporting and control impacts
• Analyze actual results and explain variances to plan and prior year
• Prepare for and cooperate with financial audits
• Recommend efficient use of resources and procedures
• Collaborate cross-functionally to improve business results and processes
• Complete ad-hoc projects as assigned
• Serve as subject matter expert for vendor funding and advertising accounting
• Oversee offshore managed service team activities and execution quality

Senior Accountant

Financial Planning and Analysis

• Lead and manage monthly, quarterly, and annual close processes
• Oversee accounting for fixed assets, leases, internally developed software, prepaid expenses, expense accruals, and other corporate accounting areas
• Prepare financial analytics and insights on financial results
• Provide storylines comparing results with prior periods and financial forecasts
• Collaborate with business partners across coworker services, legal, finance, and other functions
• Collaborate with Financial Planning and Analytics to understand expense trends and support forecasting and planning
• Advance performance management and development of team members
• Deliver process improvements and promote automation and AI-agent tools
• Lead the team in developing skills and capabilities
• Champion CDW’s vision of becoming an AI-fluent organization and guide responsible AI adoption

Manager, Financial Accounting

Data Analyst

• Align tactical and strategic priorities with Product and Partner Management (PPM) leadership initiatives
• Serve as a conduit and broker for cross-functional collaboration and knowledge sharing
• Facilitate and lead meetings tailored to the audience
• Elicit project and system requirements
• Evaluate information to identify risks and opportunities and support business decisions

Operations

• Perform technical tasks related to operating and monitoring assigned technologies for managed services customers
• Collaborate with customers, suppliers, and employees to prioritize and deliver services meeting business needs
• Deliver services within defined SLAs, SLOs, and security/compliance requirements
• Complete daily operational documentation and transfer knowledge to the next shift
• Provide tier-1 support through telephone, email, and web portal
• Resolve and document issues using the appropriate ticketing application; escalate issues to Managed Services Engineers when appropriate
• Complete assigned customer workload, including investigating issues or monitoring events and assigning resources
• Communicate issues to customers in a timely and effective manner
• Interface with customers, managed services staff, and third-party vendors to resolve issues
• Analyze incidents, problems, opportunities, reports, and operational data to identify trends and service-improvement opportunities
• Review and improve operations business processes and support documentation
• Engineer tactical and strategic solutions focused on simplicity and ease of use
• Partner with stakeholders to create and streamline support processes
• Enable and lead change, service recoveries, projects, and coworkers
• Communicate process changes, customer environment changes, and managed services project information to team members and management
• Identify and communicate process improvement opportunities involving documentation, workflows, coverage models, tools, and technology

Operations Analyst

AI Engineer

• Engineer high-fidelity detections across identity, endpoint, network, cloud, and SaaS, pairing each with automated response paths
• Apply AI and machine learning to triage, correlate, and enrich alerts into incident narratives
• Build autonomous and semi-autonomous playbooks to isolate hosts, revoke sessions and tokens, disable credentials, block infrastructure, and quarantine content
• Implement confidence thresholds, blast-radius controls, human-in-the-loop escalation, and tested rollback paths
• Measure mean time to detect, mean time to contain, false-positive rate, and MITRE ATT&CK coverage
• Use LLMs and agentic tooling for investigation summaries, containment recommendations, indicator extraction, and human-reviewed detection logic generation
• Operate continuous automated adversary emulation against production controls
• Generate and mutate attack behavior across ATT&CK techniques using AI
• Convert emulation misses into detection backlog items and noisy hits into tuning tasks, then automatically re-test fixes
• Red team AI systems for evasion, prompt injection, data poisoning, and unsafe autonomous action
• Operate safe production emulation with scoped targets, rate limits, abort criteria, deconfliction, and audit trails
• Report living coverage metrics and prioritize the detection roadmap
• Track adversary tradecraft and translate intelligence into emulation plans, detections, and response actions
• Run hypothesis-driven hunts across SIEM, XDR, identity, and cloud telemetry
• Lead technical deep dives on incidents and emulation findings
• Develop Python integrations and tooling against platform APIs and event-driven architectures
• Build self-healing detection and response capabilities that identify and correct telemetry gaps, sensor degradation, and control drift
• Partner with Threat Response, Cyber Defense Engineering, security platform owners, and business unit owners
• Contribute to backlogs and design reviews, mentor engineers and analysts, and document detection and automation decisions

Senior Threat Engineer – AI-Powered Detection, Response & Continuous AI Red Teaming

• Provide operational order support to account manager(s) or account team(s).
• Facilitate the progression of orders through the order cycle from order entry to invoice.
• Resolve order issues, including drop ship emergencies, backorder management, and bid escalation, by escalating with Backoffice departments.
• Enter orders, including installs, contracts, and bids.
• Process web orders through the sales order router.
• Enter, amend, and win bids in the bid router as needed.
• Ensure proper purchasing contracts and terms are selected upon order entry.
• Maintain sales order routers and sales order manager screens daily.
• Ensure started tasks are completed.
• Facilitate and follow up on Customer Relations/ServiceNow requests.
• Release orders on hold in the Sales Order Manager and Sales Order Router.
• Act as point of contact for order status requests with account managers, account teams, and customers.

Sales Operations Associate – Territory West

Engineer

• Provide innovative technical solutions to complex hardware/software problems
• Provide design, implementation, technical support services and consulting to Managed Services clients
• Deliver Managed Services offerings according to CDW Service Descriptions and Service Catalog
• Follow processes and procedures defined in the CDW ManS Standard Operating Procedures manual
• Communicate effectively with internal and external customers by phone, email and in person
• Participate in an on-call rotation providing 24 X 7 support to critical systems
• Conduct throughput analysis, problem solving and infrastructure planning
• Participate in projects to improve and upgrade technology infrastructures
• Create and execute test plans for assigned project components
• Identify and communicate potential cross-selling opportunities to the sales team
• Create high-quality content deliverables using appropriate document templates
• Provide senior-level technical services independently
• Serve as technical point of contact on customer engagements and internal projects
• Conduct and lead design workshops for complex designs
• Develop proactive plans to avoid problems
• Educate customers on solutions throughout the service lifecycle
• Complete projects and tasks according to stakeholder and management commitments
• Perform implementation-plan scopes of work, including system builds, test plans, documentation and training
• Handle multiple tasks simultaneously, including pre-sales, troubleshooting, maintenance and emergency response
• Communicate unanticipated events to the Engineering Manager
• Respond professionally to customers and relay questions or concerns to the manager
• Assist in creating and documenting policies and procedures
• Understand and meet production-environment SLAs
• Support Service Account Managers, Project Managers and product developers
• Contribute to written proposals and technical documentation
• Assist Professional Services with client consultation and architectural recommendations
• Review service requests daily, provide client status updates and maintain accurate problem-tracking data
• Test, evaluate and develop new products, offerings and solutions
• Train customers and coworkers
• Work with Project Managers to update project plans and communicate project status

Senior Virtualization Engineer – Managed Services

Account Executive

• Develop new business opportunities through customer outreach, prospecting, account research, and timely follow-up
• Build, grow, and maintain customer relationships
• Identify customer needs and generate qualified opportunities
• Develop a pipeline supporting long-term account growth
• Prioritize accounts and opportunities based on customer needs, business potential, strategic fit, and market trends
• Conduct customer discovery conversations
• Research customer environments
• Manage follow-up activities advancing opportunities through the sales cycle
• Build knowledge of CDW products, services, and solutions
• Communicate solution value to customers supporting technology purchasing decisions
• Develop sales, account management, and technology expertise through training, coaching, mentoring, and customer engagement

• Provide operational assistance to account managers and field sales coworkers with quote creation and order processing
• Ensure government, customer, and seller requirements are followed on orders, including DPAS ratings, due dates, contract requirements, and SLAs
• Collaborate with Services and Project Management teams on large projects
• Coordinate order management for customer rollouts
• Provide status updates for orders, quotes, and other requests to sales coworkers
• Interact proactively with customers regarding order status, quotes, and other requests
• Assist with basic CDW and Partner badged services requests through Agiloft and Synapse (Changepoint)
• Prepare and distribute product configurations and customer quotes using online tools and CDW resources
• Process orders through SPS and AS400 systems
• Process web orders through the Sales Order Router
• Enter, amend, and win bids in the Bid Router as needed
• Select appropriate purchasing contracts and terms during order entry
• Maintain sales order routers and sales order manager screens daily
• Follow started tasks through to completion
• Facilitate and follow up on Customer Relations/ServiceNow requests
• Maintain operational assistance to release orders on hold in Sales Order Manager and Sales Order Router
• Train and mentor new and existing coworkers
• Leverage contract vehicles and pricing schedules for specified customers
• Maintain advanced knowledge of relevant products, contracts, and business-segment requirements
• Complete Partner Product accreditation to advance solutions and services sales skills
• Build trusted customer relationships and act as second in command when Account Managers or teams are absent
• Provide pertinent information to clients and account managers
• Develop working relationships with internal departments
• Deliver exceptional customer experiences with a high sense of urgency

Senior Sales Operations Representative – Territory East

Sales

• Provide day-to-day support and maintenance of customer accounts held by the Account Director
• Handle customer engagements defined by the Account Director to maximise sales capacity and customer satisfaction
• Liaise with internal CDW departments, vendors, suppliers, and customers
• Prepare quotations for standard and non-standard products
• Place orders using sales tools
• Manage co-worker and customer-specific Outlook mailboxes
• Handle initial customer queries and issues
• Process product returns
• Provide product information, manufacturer data sheets, and specification checking
• Produce Back Order and ad-hoc customer reporting
• Maintain product and price changes in ServiceTrack catalogues
• Work with key vendors and partners to develop opportunities and relationships with existing clients
• Liaise with Customer Services, Credit, and Purchasing
• Develop and maintain portfolio product knowledge as defined by the Account Director
• Understand vendor promotions, special bid processes, and deal registration
• Assist with holiday cover and co-worker training

Sales Support

Consultant

• Lead project teams, directing coworker and client teams in solution design and development
• Develop business cases, financial justifications, and solution benefits for client-facing deliverables
• Identify and escalate budget issues during project execution
• Perform Quality Assurance reviews of Statements of Work based on size, complexity, and cross-brand requirements
• Conduct peer reviews of technical deliverables to ensure accuracy and quality standards
• Maintain client relationships as a trusted technical advisor and primary communication point across teams and clients
• Recommend solutions and support account teams in developing proposals, quotations, and presentations
• Lead innovative solution and product design across Hybrid Infrastructure environments
• Analyze client requirements, develop IT services offerings, and deliver solutions across complex, multi-technology environments
• Support large-scale engagements across multiple geographies