Manager, Customer Engagement

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

As the Manager, Customer Engagement, you will lead a team who provide exceptional customerservice. Your team advocates for our customers as well as providing guidance to help themmeet their desired business outcomes. You will ensure Managed Services customers havepositive experiences and that our teams have the right skills to promote lasting relationships.

What you'll do
:

• 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, andAWS 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 escalate through the customer escalation process
• Oversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metrics
• Assist the Director in creating and implementing processes and policies for the CustomerEngagement 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, escalate issues to leadership
• Ensure customer satisfaction as well as resolution of all service tickets within defined SLAs
• Work with internal Mission teams to align support efforts and provide an excellent customerexperience
• Keep up to date on the latest AWS services and strategies

What we expect of you:

• 5+ years of industry experience with at least 1 year of lead or supervisory experience
• Strong communication skills and experience working directly with customers during escalations
• Experience leading, managing and holding a team accountable to deliver results through customer engagements
• Knowledge and understanding of customer engagements and escalation management
• Working knowledge of common AWS infrastructure services and strategies
• Ability to work with typical service/customer support: planning, coordinating, software selection and use, customer education and support, vendor liaison, troubleshooting, problem resolution, product evaluation, and documentation
• Ability to use data to improve processes and track key metrics
• AWS Associate Certification, preferred

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.