Customer Engagement Lead - Cloud & CX Strategy

CDW; United States; On-site; USD 113,000 - 158,000; Full time

Benefits offered by this job

Annual bonus

Benefits package

Job summary

CDW is seeking a Manager, Customer Engagement in the United States to lead a team delivering exceptional customer service for Managed Services. You will advocate for customers, guide teams on best practices, manage resources, and drive ongoing process improvements to ensure high satisfaction.

The role requires a Bachelor's degree and 10+ years in the industry, including 3+ years in supervision, with strong communication and cloud knowledge. A plus is Public Cloud Associate Certification.

Qualifications

• Bachelor's degree and 10+ years of industry experience with at least 3 years of supervisory experience.
• Strong communication and direct customer engagement experience, especially during escalations.
• Experience leading teams to deliver results through customer engagements.
• Knowledge of customer engagements and escalation management.
• Working knowledge of public cloud infrastructure services and strategies.
• Ability to use data to improve processes and track key metrics.

Responsibilities

• 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 public cloud strategies.
• Responsible for team resource and capacity management, project leadership, cross-team collaboration and escalation management.
• Manage customer escalations and concerns; track customers at risk and escalate per the escalation process.
• Oversee scheduling and execution of customer meetings; track key performance metrics.
• Assist in creating and implementing processes and policies for the Customer Engagement team.
• Lead recruiting efforts for open positions within the team.
• Lead training programs on tools, processes, and expectations.
• Review workflows and shadow meetings for quality control.
• Track team performance via KPIs and scorecards; escalate issues to leadership.
• Ensure customer satisfaction and timely resolution of tickets within SLAs.
• Collaborate with internal teams to align support efforts and improve customer experience.

Skills

Communication

Team leadership

Escalation management

Public cloud knowledge

Data-driven improvements

AI mindset (plus)

Education

Bachelor's degree

Job description

CDW is seeking a Manager, Customer Engagement in the United States to lead a team delivering exceptional customer service for Managed Services. You will advocate for customers, guide teams on best practices, manage resources, and drive ongoing process improvements to ensure high satisfaction.

The role requires a Bachelor's degree and 10+ years in the industry, including 3+ years in supervision, with strong communication and cloud knowledge. A plus is Public Cloud Associate Certification.