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