Tech Account Management Lead — Customer Experience & AI

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

Benefits offered by this job

Annual bonus 10%

Benefits overview

Job summary

CDW is seeking an experienced Customer Engagement Leader in the United States to oversee daily team operations and drive best practices in customer experience and case management. You will manage resources, plan capacity, and lead cross-team efforts to resolve escalations while ensuring SLA adherence.

The role emphasizes data-driven improvement, KPI tracking, and recruiting/training for the Customer Engagement team, with a 10% annual bonus target and AI-fluent organizational goals in mind.

Qualifications

• Bachelor’s degree required; 10+ years of industry experience with at least 3 years supervisory experience.
• Strong communication skills; experience working with customers during escalations.
• Experience leading and holding a team accountable to deliver results through customer engagements.

Responsibilities

• Lead and provide daily oversight to team members.
• Guide the team on best practices in customer experience, case management, and public cloud strategies.
• Manage resource and capacity planning, project leadership, cross-team collaboration, and escalation management.
• Oversee customer escalations and tracking of customers at risk; ensure escalations pass through the process.
• Ensure timely scheduling and execution of customer meetings; track KPIs and scorecards.

Skills

Leadership

Customer communication

Escalation management

Data-driven decisions

Public cloud knowledge

Project leadership

Team development

Education

Bachelor’s degree

Job description

CDW is seeking an experienced Customer Engagement Leader in the United States to oversee daily team operations and drive best practices in customer experience and case management. You will manage resources, plan capacity, and lead cross-team efforts to resolve escalations while ensuring SLA adherence.

The role emphasizes data-driven improvement, KPI tracking, and recruiting/training for the Customer Engagement team, with a 10% annual bonus target and AI-fluent organizational goals in mind.