Technical Account Manager (Managed Services) - GCP

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 Google Cloud Platform 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 GCP Services within a customer's environment and drive discussions with Product Managers and Solution Delivery Architects on future managed service solutions. 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 GCP 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 other 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 solution.
  • Vendors: Working with other CDW business areas (PPM, Strategic Solutions, Services Readiness) to 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 GCP service solution. Collaborate with Product Managers and solution sales teams to identify and validate new GCP 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 GCP and align our services with their products
  • 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 GCP 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

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 solutions
  • 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

Minimum Qualifications
  • Bachelor's 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 TAM role.

Preferred Qualifications
  • 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, GCE, Google Storage, Coud Datastore & Firebase Realtime, Google Cloud Function, Cloud 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
  • Professional Cloud Architect - Associate or above

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.