Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job SummaryAs a key member of the account team, you will act as the central point of coordination between customers, vendors, and internal teams. You will be responsible for managing operational performance, strengthening vendor and customer relationships, and ensuring a consistently high-quality experience across the full lifecycle of quotes, orders, renewals, and service delivery.
This role requires strong organisation, communication, and ownership, with the opportunity to develop commercially and technically while contributing to continuous improvement across processes and customer engagement.
What You Will Do- Build and maintain strong relationships with assigned vendors
- Manage global bids and vendor programmes, including EOL products and company standard changes
- Lead regular cadence calls with vendors and internal Vendor Account Managers
- Support account mapping activities and negotiate discounts where required
- Own and lead regular operational cadence calls with customers, focusing on performance, improvements, and next steps
- Manage open quotes, back orders, renewals, and inventory through structured, scheduled engagement
- Build and deliver regular customer reporting and SLA tracking
- Support customer onboarding, including ServiceTrack onboarding
- Act as the first point of operational escalation for customer issues
- Manage catalogue ownership, software and managed service renewals
- Support high-value and complex quotes and orders, working to grow attach rates
- Prepare and support QBRs and customer meetings alongside the Account Director
- Establish and maintain customer communication workflows, including inbox management
- Build, document, and continuously improve processes to deliver an excellent customer experience
- Contribute to account planning activities
- Coordinate customer expectations across internal teams including Sales, Credit, Invoicing, and Sales Support
- Act as the internal first point of escalation, ensuring issues are owned through to resolution
- Maintain regular collaboration with Sellers and Sales Managers to align on priorities and actions
- Develop a strong foundation in technology, sales, and customer service
- Actively identify and deliver process improvements and share best practice
- Work to an Individual Development Plan, including relevant certifications and accreditations (e.g. vendor certifications, project management, sustainability)
- Excellent communication, relationship management, and negotiation skills
- Strong organisational, prioritisation, and time management capabilities
- Confident managing multiple deadlines and working effectively under pressure
- Proactive, inquisitive mindset with the ability to understand customer needs and recommend suitable solutions
- Ability to take ownership of issues and drive them through to resolution
- Comfortable resolving conflict situations and navigating complexity
- Strong attention to quality and detail in everything you deliver
- Ability to work independently and collaboratively as part of a team
- Positive, enthusiastic, and professional with a consistent "can-do" attitude
- Ambitious, self-motivated, and driven to develop both personally and professionally
- Good working knowledge of Microsoft Office and productivity tools
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice .
