CDW Technical Account Manager - AWS, Managed Services in Madison, Wisconsin
CDW’s vision is to be the best national provider of Advanced Technology Solutions. We’ll achieve this reputation by continuing to delight our customers and being the employer of choice for Advanced Technology Solutions. At CDW we are looking for a Technical Account Manager (TAM) to support customers on their cloud journey and drive customer adoption across all technologies using AWS services. TAMs are the customer’s technical advisor and voice within CDW from Small/Medium size businesses to Fortune 500 enterprises. The close customer relationships developed will help you understand their business needs and technical challenges, so they can achieve their goals.
The TAM will have the technical knowledge, insight and customer-facing skills to effectively present our AWS Services within a customer’s environment and drive discussions with Product Managers and Solution Delivery Architects on future managed service offerings. In addition, the TAM will work within 3rd party tools to analyze the customer’s cloud environment to ensure they are operationally healthy and efficient and if not, provide feedback on how to bring them back on track.
Managed Service AWS Specific:
Planning: In the support of the shared services delivery model, set standards for and provide leadership and guidance around the creation of reference architectures and road maps which clearly tie back to business drivers, service delivery targets and business functional and technical requirements. This includes the development of projects and related budget line items.
Design: Oversee the creation of documentation artifact standards for Reference Architecture, design, deployment planning, hardware and software standards and standard building blocks, which will serve as the guiding framework for technology investments by clearly defining business service objectives and mapping them to the architecture, technologies and processes needed to satisfy them.
Implementation: Execute plan including approvals to spend allocated budget. May require project management and/or sponsorship responsibilities along with collaborating with out CDW business units
Operations: Design a comprehensive technology lifecycle management process, including the definition of required artifacts, approval processes, risk profiles and technology refresh cycles.
Customers: Solicit input/feedback from both Managed Services internal and external customers to shape the Shared Services service offering
Vendors: Working with other CDW business areas (PPM, Strategic Solutions, Services Readiness), develop and grow vendor relationships pertinent to Shared Services architecture
Key Areas of Responsibility
RESPONSIBILITY FOR DELIGHTING CUSTOMERS - The CDW Engagement Methodology and the CDW Operations Framework define the standards to deliver projects and managed services that will delight our customers. Here are the roles that Technical Account Manager(s) play in the Methodology and Framework:
Product Definition – Solicit input/feedback from both Managed Services internal and external customers to shape our AWS service offering. Collaborate with Product Managers and solution sales teams to identify and validate new AWS opportunities, help validate economic viability of solutions, and help build customer value propositions
Partner Development – Working with other CDW business areas (PPM, Strategic Solutions, Professional Services) to develop and grow our partnership with AWS to and align our services with their offerings
Planning – Provide guidance around the creation of road maps which clearly tie back to business drivers, service delivery targets and business functional and technical requirements of the customer. In addition, participate in kickoff meetings and collaborate with Project Manager and Engineer(s) to ensure successful execution of project plans, as required by customers
Sales – provide deep and broad technical experience on AWS based solutions and participate in bid assurance, as required by customers
Design – Participate in design reviews to ensure alignment with customer’s business requirements
Customer – Owns the account relationship, including onboarding, billing, client satisfaction, monthly account reviews, and quarterly business reviews
Implementation – Collaborate in first-to-market advanced technology pilot solutions and engagements to help establish CDW as the first-choice provider of cloud-based solutions. Technical Account Managers may also be called upon to resolve mission – critical customer issues
Closure – Participate in customer related post-project debrief sessions
RESPONSIBILITY FOR BUILDING EMPLOYER OF CHOICE REPUTATION - Technical Architects are charged with accelerating the technical development of Engineers. Here are the practices that Technical Architects apply to grow the best and brightest technical professionals:
Coaching and Development – collaborate with Product Managers, Professional Services Managers and Managing Consultants to build staff and training plans for new effective implementation of Advanced Technology Solutions, provide troubleshooting support for CDW Engineers and on-the-job mentoring for to - be Technical Architects, as required by Engineers
Knowledge Sharing and Training – work with Product Managers, Professional Services Managers, Managing Consultants and Training Managers to develop training curriculum for new Advanced Technology solutions. Deliver or facilitate technical training to Engineers, contribute, lead or own internal online discussion groups and virtual team meetings.
Technology Labs – lead the build-out of engineering labs. This includes driving procurement strategies, vendor early-field trials (EFT’s), and lab documentation and administration.
Intellectual Property Development – build standard operating procedures for solution implementation and support, author technical white papers, construct tools and processes to reduce the cost of delivering projects, create a standard Engineer toolkit, build virtual labs for internal, hands-on training, implement and deliver customer training and present at vendor partner conferences.
ACCOUNTABILITY - TAMs are ultimately accountable for:
Billing work on projects, individually and through our Services Engineers
Working with product management to manage profitable, lifecycle storage solution offerings.
Selling work on projects, individually and through other Engineers and Solutions Specialists
Developing and implementing intellectual property, for the benefit of other Engineers
Monthly and quarterly operational and governance reporting
Bachelor degree in business, computer science, a related technical degree or equivalent
Seven to ten years of large - scale, enterprise - class planning, design, implementation and support experience
Outstanding oral, written, technical and business communication skills
Collaboration skills are particularly important for this role
Presentation skills and experience in delivering to both large and small audiences
At least five years of cloud services or consulting experience
Other Required Qualifications
In depth knowledge of Cisco networking, WAN optimization and load balancing technologies. Related network security and wireless experience a plus (ISE, BYOD, etc).
Advanced level technical certifications or equivalent
Effective verbal and written communication skills
Collaboration skills are particularly important for this TA role.
- Project oversight responsibilities, management and technical leadership and engineer mentoring experience
Other Required for Managed Service Customer Care
In depth knowledge of Linux/Windows systems administration, DevOps, Data Analytics, EC2, S3, DynamoDB & RDS databases, Lambda, Cloud Front CDN and IoT
Advanced working knowledge of Cloud Management Solutions (CloudHealth, Cloudability, etc.)
Advanced experience in one or more of the following areas: Software Design or Development, Content Distribution/CDN, Scripting/Automation, Database Architecture, IP Networking, IT Security, BigData/Hadoop/Spark, Operations Management, Service Oriented Architecture
Practical experience working in a 24x7 operational and support environment
Experience with other cloud based services outside of AWS
Preferred Qualifications for Managed Service Customer Care
Project oversight responsibilities, management and technical leadership and engineer mentoring experience
AWS Certified Solutions Architect – Associate or above
Technical Account Manager - AWS, Managed Services
* Madison, WI *