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About the Role

The Customer Success Operations Specialist (CSOS) enhances the effectiveness, scalability, and operational excellence of Customer Success by translating strategic priorities into consistent processes and execution. This role collaborates with various teams to ensure programs and offerings are operationalized and delivered effectively, supporting operations end-to-end from inception through ongoing execution. Key responsibilities include agreement and licensing operations, program administration, reporting, platform enablement, process optimization, and developing workflows, tools, training, and best practices to achieve adoption, expansion, retention, profitability, and vendor program objectives.

Responsibilities

Support strategic Microsoft programs end to end, delivering KPIs and milestones on time, in scope and on budget, and prioritizing time against the opportunities with the strongest potential return.
Be fiscally responsible for program results, and keep the project team accountable to deadlines.
Understanding Microsoft programs, funded workshop engagements and co-sell motions.
Maintain and improve the Program & Operations process guides and standard operating procedures in our knowledge base.
Supporting and educating the Microsoft practice where needed, while showcasing the end-to-end funding process.
Optimize, implement and manage scalable operational processes for CDW Customer Success.
Continuously identify and investigate opportunities for process development and improvement, to ensure internal and external customer satisfaction and maximum efficiency.
Lead our submission of the annual Partner compliance audit, act on the findings, identify and communicate audit results to mitigate operational risk.
Update CDW/Microsoft SOP documentation to keep the Licensing Operations manual accurate, and work with CDW USA to leverage existing processes wherever the opportunity exists.
Support Software Operations processes, including the Microsoft Enterprise Agreement T36 process, renewal management, Software EDC maintenance, software contract management and vendor reporting tools, and assist with vendor performance tracking such as rebates and incentives.
Support Contract Lifecycle Management, and process and invoice customer agreements across marketplaces, operationalizing the end-to-end journey accurately and on time.
Enter all anniversary orders into our systems within Microsoft timelines, and complete annual Open Value, Select Plus, EES, MPSA and Indirect EA billings.
Enter and manage CPOR claims and provide support on level 100 licensing inquiries.
Work with internal teams and partners to keep quoting, ordering and deal registration running smoothly for Microsoft customers.
Provide accurate and timely responses on operational processes to Software Product Managers, Licensing Specialists, Customer Success Managers and Sales.
Facilitating collaboration across CDW Delivery, Sales, Marketing, Operations, and Finance to ensure strategic alignment.
Supporting Microsoft Programs by driving alignment with CDW’s strategic goals and desired business outcomes.
Work directly with Microsoft to gather funding program updates to enable our workforce, covering ECIF, workshops, FastTrack, MDF, MCI Deployment programs and Adoption accelerators.
Submit, track and claim Microsoft funding for all eligible programs, including workshop and funding claims.
Support Microsoft funded programs to maximize return on investment.
Collaborate with CDW’s Customer Success Microsoft practice leads and marketing to develop go-to-market strategies for promotional campaigns and customer-facing documentation.
Support all CDW sellers with the tools, resources, and enablement needed to effectively lead Microsoft program discussions with customers.
Support Licensing Specialists and Customer Success Managers (CSMs) in achieving on-time Microsoft renewals and true-ups by ensuring orders are processed by the deadline.
Grow Services revenue by educating and promoting Microsoft Programs across the organization.
Support virtual and in-person customer facing events that promote Microsoft and CDW services, and assist CDW sales and partner teams with field alignment and account mapping.
Assist in developing and delivering Microsoft program training for CDW coworkers, and work with relevant departments to create and maintain collateral that promotes CDW Canada Solutions and Services capabilities.
Support tools and processes across customer management profile, reporting, and deal registration within all our toolsets.
Track and report Microsoft weekly, monthly and annual performance, design reporting metrics with Operations, and monitor campaign effectiveness to aid decision making and planning.
Maintain pipeline opportunities with support from Customer Success Managers, Licensing Specialists and Sales.
Take on other operational & support responsibilities as needed.

Requirements

Bachelor's degree in business or a computer-related field, or equivalent experience.
Three or more years of industry experience delivering quality technology solutions.
Three or more years supporting technology projects across IaaS and cloud solution areas.
One or more years in a Microsoft Licensing Operations role or equivalent experience.
Experience supporting medium to enterprise customers and partners.
Proven experience in project management and cross-departmental engagement, with demonstrated accountability for project results, fiscal responsibility, and the ability to lead teams to meet project deadlines.
Knowledge of Microsoft Incentive programs.
Proficiency with Microsoft Office applications, including CoPilot, Excel, Word, Outlook and PowerPoint.
Excellent written, verbal and presentation skills.
Ability to leverage business acumen, political savvy, relevant experience, perseverance and communication skills to build credibility & influence.
Strong organizational skills, attention to detail is vital, and the ability to multi-task, organize and prioritize.
Ability and willingness to travel up to 50 percent, or as needed, to other CDW locations, meetings and client sites.
Experience supporting Microsoft licensing, programs or operational processes.
Knowledge of backbone departments, their responsibilities and their processes.
Very strong business acumen & understanding of sales processes to support the growth of our business.

Skills

Microsoft Licensing Operations
Project Management
Cross-departmental Engagement
Microsoft Incentive Programs
Microsoft Office Suite (CoPilot, Excel, Word, Outlook, PowerPoint)
Business Acumen
Communication Skills
Organizational Skills
Attention to Detail
Multi-tasking
Prioritization
Salesforce
Gainsight

Location

CDW locations

Work Type

Onsite
Travel

Experience Level

Three or more years of industry experience
Three or more years supporting technology projects
One or more years in a Microsoft Licensing Operations role
Experience supporting medium to enterprise customers and partners

Education Level

Bachelor's degree in business or a computer-related field, or equivalent experience.

Salary/Compensations

$70,000 - $96,400

Benefits

Market-competitive total rewards packages

About the Company

CDW is a Fortune 500 technology solutions provider that helps organizations achieve what’s possible through technology.
CDW acts as one—building trust, speaking candidly, and working together to achieve more.
CDW plays to win—focusing on what matters most and delivering for our customers.
CDW thinks forward—staying curious, moving fast, and continuously learning.
CDW believes meaningful work happens when people feel supported, heard, and empowered to contribute.
CDW is a full‑stack, full‑lifecycle technology partner, bringing deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes.
CDW fosters a collaborative environment where work matters, growth is supported, and contributions help shape what’s next.
Together, CDW delivers the full promise of what technology can do.
CDW is committed to being an AI-fluent organization, looking for people who bring curiosity, a learner’s mindset, and a willingness to engage with ever-evolving technology and tools.
CDW values adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI.
CDW's goal is to create a culture where AI enhances—not replaces—human creativity and decision-making.
CDW encourages candidates to embrace an AI mindset, one that’s curious, adaptive, and ready to explore what’s possible.
CDW welcomes thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.

Equal Opportunity

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.