CDW is looking for a Manager, Customer Engagement to lead a team providing exceptional customer service and advocating for customers to help them meet their desired business outcomes. You will ensure Managed Services customers have positive experiences and that teams have the right skills to promote lasting relationships.
What You'll Do
- Lead and provide daily oversight to team members; help the team grow and achieve their career aspirations.
- Provide guidance on best practices in customer experience, case management, and AWS best practices.
- Manage team resource and capacity, project leadership, cross-team collaboration, and escalation management.
- Manage customer escalations and concerns; track customers at risk and escalate through the customer escalation process.
- Oversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metrics.
- Assist the Director in creating and implementing processes and policies for the Customer Engagement team.
- Lead recruiting efforts for open positions under the Customer Engagement team.
- Lead training programs on tool sets used in our service offerings, team processes, and role specific expectations.
- Review workflows and shadow meetings for quality control.
- Track team member performance via KPIs and scorecards, and escalate issues to leadership.
- Ensure customer satisfaction as well as resolution of all service tickets within defined SLAs.
- Work with internal Mission teams to align support efforts and provide an excellent customer experience.
- Keep up to date on the latest AWS services and strategies.
What We're Looking For
- 5+ years of industry experience with at least 1 year of lead or supervisory experience.
- Strong communication skills and experience working directly with customers during escalations.
- Experience leading, managing and holding a team accountable to deliver results through customer engagements.
- Knowledge and understanding of customer engagements and escalation management.
- Working knowledge of common AWS infrastructure services and strategies.
- Ability to work with typical service/customer support: planning, coordinating, software selection and use, customer education and support, vendor liaison, troubleshooting, problem resolution, product evaluation, and documentation.
- Ability to use data to improve processes and track key metrics.
Nice to Have
- AWS Associate Certification.
Technical Stack
- AWS
Team & Environment
You will lead a team who provide exceptional customer service and report to a Director. Our culture is built on trust, connection, and commitment to deliver for our customers. We make technology work so people can do great things. 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.
