Customer Engagement Lead (Cloud & Escalations)

CDW; Alton (IL); Sur place; USD 113 000 - 158 000; Plein temps

Résumé du poste

CDW is seeking a senior leader to oversee the Customer Engagement team in Illinois. You will drive daily operations, coach staff, and ensure customer satisfaction while managing escalations and cross-functional initiatives.

The role requires a Bachelor's degree with 10+ years of industry experience and at least 3 years in supervision. You will lead process improvements, recruitment, and training on service delivery and cloud strategies.

Qualifications

• Bachelor's degree required and 10+ years of industry experience, with at least 3 years in a supervisory role.
• Strong communication skills with experience handling escalations and direct customer interaction.
• Experience leading a team to deliver results through customer engagements and accountability.
• Knowledge of customer engagements and escalation management processes.
• Working knowledge of public cloud infrastructure services and related strategies.

Responsabilités

• Lead and provide daily oversight to team members, fostering growth and career development.
• Guide team on customer experience, case management, and public cloud best practices.
• Manage resources, capacity, project leadership, and cross-team collaboration; handle escalations.
• Oversee scheduling and execution of customer meetings; track key performance metrics.
• Contribute to process and policy development for the Customer Engagement team and lead recruitment efforts.

Connaissances

Leadership

Customer experience

Escalation management

Public cloud knowledge

Data-driven process

Formation

Bachelor's degree

Description du poste

CDW is seeking a senior leader to oversee the Customer Engagement team in Illinois. You will drive daily operations, coach staff, and ensure customer satisfaction while managing escalations and cross-functional initiatives.

The role requires a Bachelor's degree with 10+ years of industry experience and at least 3 years in supervision. You will lead process improvements, recruitment, and training on service delivery and cloud strategies.