Manager, Technical Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and provide daily supervision to team members, fostering their growth and career goals.

• Offer guidance on customer experience, case management, and best practices in public cloud.

• Manage team resources and capacity, oversee projects, facilitate cross-team collaboration, and handle escalations.

• Address customer escalations and concerns; monitor at-risk customers and navigate them through the escalation process.

• Ensure the timely scheduling and execution of customer meetings while tracking key performance metrics.

• Support the Senior Manager in developing and implementing processes and policies for the Customer Engagement team.

• Spearhead recruitment efforts for open positions within the Customer Engagement team.

• Conduct training programs on service-offering toolsets, team processes, and role-specific expectations.

• Review workflows and observe meetings to ensure quality control.

• Monitor team performance using KPIs and scorecards; escalate issues to leadership as necessary.

• Ensure customer satisfaction and the resolution of service tickets within established SLAs.

• Collaborate with internal teams to align support efforts and enhance the customer experience.

• Stay updated on public cloud services and strategies.

• Advocate for CDW’s vision of becoming an AI-fluent organization, promoting responsible AI adoption, experimentation, and continuous learning.

⛳️ Requirements

• Bachelor’s degree.

• 10+ years of experience in the industry.

• Minimum of 3 years in a supervisory role.

• Excellent communication skills with experience in direct customer interactions during escalations.

• Proven experience in leading, managing, and holding a team accountable for delivering results in customer engagements.

• Knowledge of customer engagements and escalation management processes.

• Familiarity with common public cloud infrastructure services and strategies.

• Capability to work with typical service/customer support functions, including planning, coordination, software selection and usage, customer education and support, vendor liaison, troubleshooting, problem resolution, product evaluation, and documentation.

• Proficiency in utilizing data to enhance processes and track key metrics.

• Public cloud Associate Certification is a plus.

🏝️ Benefits

• Annual bonus target of 10%, subject to the terms and conditions of the plan.

• Comprehensive benefits package (details available at https://cdw.benefit-info.com/).

• Salary ranges may be subject to geographic differentials.