Manager, Onboarding & Engagement

CDW

About The Position

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. Job Summary: The Manager of Onboarding and Engagement is responsible for managing the onboarding and customer engagement for our Google and Microsoft services and SaaS products. This includes partnering with Sales and the partner team to create an effective customer hand-off process. Managing strategic customer interactions (VIP). Supporting the creation and upkeep of documentation. Training the team on how to best onboard and engage with customers. As well as looking for ways to improve key processes. The Manager will also provide team and customer feedback to the Development team on our products and services and manage team-escalated customer issues.

Requirements

Bachelor’s degree in Computer Science, Information Systems or related discipline, and 7+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar, OR 11+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar.
1+ years of experience managing a team in an education or corporate environment.
Strong understanding of onboarding and engagement principles and practices.
Excellent problem-solving and analytical skills.
Ability to work independently and as part of a team.
Excellent communication and presentation skills.

Nice To Haves

Experience supporting and managing Google Workspace environments in K-12 and/or Higher Education, a plus.
Experience with JIRA, Confluence, and Monday or similar tools, a plus.
Current Google and/or Microsoft Technical certifications, a plus.
Prior experience managing an onboarding and engagement team, a plus.

Responsibilities

Partner with Sales to create effective customer hand-off process.
Manage support and onboarding documentation.
Design, implement, and train team on how to best onboard, engage, and support customers.
Evaluate functionality of current processes and provide improvement recommendations.
Provide quality control.
Create and monitor metrics to ensure best-in-class customer experience.
Ensure team is meeting / exceeding metrics of quality.
Provide team and customer feedback to Development team on our products and services.
Manage team-escalated customer issues.
Work with the product team to develop and improve services for the onboarding and engagement team.
Manage strategic customer interactions (VIP).
Present as needed.