Note: The job is a remote job and is open to candidates in USA. CDW hires a Manager, Technical Account Management to lead a team supporting Managed Services customers and helping them achieve desired business outcomes. The role oversees customer experience, escalations, team performance, and service delivery while building lasting customer relationships.

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
• 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 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, escalate 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

• Bachelor's degree and 10+ years of industry experience with at least 3 years of 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 public cloud 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
• Public cloud Associate Certification, a plus

Benefits

• Remote work (Remote – USA).
• Annual bonus target of 10% subject to terms and conditions of plan

Company Overview

Company H1B Sponsorship