Manager, Technical Account Management
About The Position
The Manager, Customer Engagement leads a team responsible for providing exceptional customer service and advocating for Managed Services customers. The role guides customers toward desired business outcomes, supports positive customer experiences, and develops team capabilities to build lasting customer relationships. The manager oversees team performance, capacity, customer engagement, escalations, training, and service quality, while collaborating with internal teams and assisting the Senior Manager with processes and policies. The role also includes championing CDW’s goal of becoming an AI-fluent organization by modeling curiosity, encouraging responsible AI adoption, and helping team members build confidence with AI tools and practices. Leaders are expected to support experimentation and continuous learning.
Requirements
- Bachelor’s degree.
- 10+ years of industry experience.
- 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 for delivering 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 perform typical service and customer-support activities, including 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.
Nice To Haves
- Public cloud Associate Certification.
Responsibilities
- Lead and provide daily oversight to team members, supporting their growth and career aspirations.
- Guide the team on customer experience, case management, and public cloud best practices.
- Manage team resources and capacity, project leadership, cross-team collaboration, and escalations.
- Manage customer concerns and escalations, track at-risk customers, and use the customer escalation process.
- Oversee timely scheduling and execution of customer meetings and track 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 on the Customer Engagement team.
- Lead training on service-offering tool sets, team processes, and role-specific expectations.
- Review workflows and shadow meetings for quality control.
- Track team-member performance using KPIs and scorecards, and escalate issues to leadership.
- Ensure customer satisfaction and resolution of service tickets within defined SLAs.
- Collaborate with internal teams to align support efforts and provide an excellent customer experience.
- Keep up to date on public cloud services and strategies.
- Champion CDW’s vision of becoming an AI-fluent organization by modeling curiosity, encouraging responsible AI adoption, and fostering continuous learning.
- Guide others in building confidence and capability with AI tools and practices, while promoting experimentation and shared learning.
Benefits
- Annual bonus target of 10%, subject to the terms and conditions of the plan.
- Benefits information is available at https://cdw.benefit-info.com/.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
