Customer Engagement Manager — Cloud & Escalations Leadership

CO1003 CDW Technologies, LLC; Illinois; Hybride; USD 113 000 - 158 000; Plein temps

Résumé du poste

CDW Technologies, LLC is seeking a Manager of Customer Engagement to lead a high-performing team delivering exceptional customer service and guiding customers to achieve their business outcomes. You will ensure Managed Services customers have positive experiences and that the team has the right skills.

You will drive process improvements, manage escalations, monitor KPIs, recruit, train, and align across internal teams while staying current on public cloud strategies and AI initiatives.

Qualifications

• Bachelor’s degree required with 10+ years of industry experience and at least 3 years of supervisory experience.
• Strong communication skills and experience working directly with customers during escalations.
• Experience leading and holding a team accountable to deliver results through customer engagements.
• Knowledge of customer engagements and escalation management.
• Working knowledge of common public cloud infrastructure services and strategies.
• Ability to use data to improve processes and track key metrics.

Responsabilités

• 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
• Responsible for team resource and capacity management, project leadership, cross-team collaboration as well as escalation management
• 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, elevate 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

Connaissances

Leadership

Customer experience

Escalation management

Cross-team collaboration

Project leadership

People management

Communication

Public cloud knowledge

Formation

Bachelor's degree

Description du poste

CDW Technologies, LLC is seeking a Manager of Customer Engagement to lead a high-performing team delivering exceptional customer service and guiding customers to achieve their business outcomes. You will ensure Managed Services customers have positive experiences and that the team has the right skills.

You will drive process improvements, manage escalations, monitor KPIs, recruit, train, and align across internal teams while staying current on public cloud strategies and AI initiatives.