Customer Engagement Lead (Cloud & Escalations)

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

Benefits offered by this job

Annual bonus 10%

Career growth opportunities

Job summary

CDW is seeking a Senior Manager, Customer Engagement, to lead daily oversight of the team, drive career growth, and ensure top-tier customer experiences. The role involves guiding best practices in customer service, case management, and public cloud strategies.

You will manage escalations, track KPIs, and collaborate across internal teams to align support efforts while staying current on cloud innovations and industry standards.

Qualifications

• Bachelor's degree and 10+ years of industry experience with at least 3 years in supervision.
• Strong communication and experience handling customer escalations.
• Experience leading teams to deliver results through customer engagements.
• Knowledge of public cloud infrastructure services and strategies.
• Ability to use data to improve processes and metrics.

Responsibilities

• Lead and provide daily oversight to team members; help the team grow and achieve their career aspirations.
• Provide guidance to team on best practices in customer experience, case management, and public cloud best practices.
• Manage customer escalations and concerns; track customers at risk and elevate through the customer escalation process.
• Oversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metrics.
• Assist the Senior Manager 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, escalated issues to leadership.
• Ensure customer satisfaction as well as resolution of all service tickets within defined SLAs.
• Work with internal teams to align support efforts and provide an excellent customer experience.
• Keep up to date on the latest public cloud services and strategies.

Skills

Team leadership

Customer escalations

Public cloud concepts

Data-driven improvements

Communication

Education

Bachelor’s degree

Job description

CDW is seeking a Senior Manager, Customer Engagement, to lead daily oversight of the team, drive career growth, and ensure top-tier customer experiences. The role involves guiding best practices in customer service, case management, and public cloud strategies.

You will manage escalations, track KPIs, and collaborate across internal teams to align support efforts while staying current on cloud innovations and industry standards.