Mgr Customer Engagement

📋 Description

• • As the Manager, Customer Engagement at CDW Corporation, you will be instrumental in shaping and leading a high-performing team dedicated to delivering exceptional customer service and fostering lasting client relationships. This pivotal role is centered around advocating for our customers, providing them with expert guidance to achieve their desired business outcomes, and ensuring a consistently positive experience with our Managed Services.
• • You will be responsible for the day-to-day leadership and professional development of your team members, nurturing their growth and helping them achieve their career aspirations. This involves providing clear direction, mentorship, and support to ensure they are equipped with the best practices in customer experience, efficient case management, and the latest AWS best practices.
• • A key aspect of your role will be managing team resources and capacity effectively, ensuring optimal workload distribution and proactive identification of potential bottlenecks. You will also take the lead on various projects, foster strong cross-team collaboration to ensure seamless service delivery, and expertly manage customer escalations.
• • You will be the primary point of contact for resolving complex customer escalations and concerns, proactively identifying customers who may be at risk and implementing the appropriate escalation processes to mitigate issues before they impact client satisfaction.
• • Overseeing the timely scheduling and execution of crucial customer meetings will be a core responsibility, alongside meticulously tracking key performance metrics to gauge team effectiveness and identify areas for improvement.
• • You will collaborate closely with the Director to develop and implement strategic processes and policies for the Customer Engagement team, contributing to the continuous refinement of our service delivery model.
• • A significant part of your role will involve leading the recruitment efforts for open positions within the Customer Engagement team, ensuring we attract and hire top talent.
• • You will also design and lead comprehensive training programs, covering essential tool sets used in our service offerings, team processes, and role-specific expectations, ensuring your team is always up-to-date and proficient.
• • To maintain the highest standards of service quality, you will regularly review workflows and shadow meetings, providing constructive feedback and ensuring adherence to best practices.
• • Performance management will be a critical function, involving the tracking of team member performance via Key Performance Indicators (KPIs) and scorecards, and escalating any performance issues to leadership as needed.
• • Your ultimate goal will be to ensure high levels of customer satisfaction and the timely resolution of all service tickets within defined Service Level Agreements (SLAs).
• • You will work in close alignment with internal Mission teams to synchronize support efforts and deliver a unified, excellent customer experience.
• • Continuous learning is essential; you will be expected to stay abreast of the latest AWS services and strategies to provide informed guidance to customers and your team.
• • This is a 100% remote position, offering flexibility and the opportunity to work from anywhere in Mexico.
• • At CDW, we believe in making technology work so people can do great things. We are a leading multi-brand provider of information technology solutions, serving business, government, education, and healthcare customers. As a Fortune 500 company, we empower our clients to navigate the complex IT landscape and maximize their technology investments.
• • Our culture is built on trust, connection, and commitment, fostering a collaborative environment where coworkers support each other and our customers. We are proud to share our story and make amazing happen together.
• • CDW is an equal opportunity employer committed to fostering an equitable, transparent, and respectful hiring process for all applicants. We encourage authenticity in your application, while AI tools can assist in presenting your experience effectively.