Leads a customer engagement and technical account management team supporting managed-services customers. Oversees team performance, capacity, escalations, customer meetings, service-level outcomes, training, recruiting, workflows, and quality control. Partners across internal teams to improve customer satisfaction and resolve service tickets. Requires customer escalation expertise, public cloud knowledge, KPI-driven process improvement, and strong people leadership.
Description
As the Manager, Customer Engagement, you will lead a team who provide exceptional customer service. Your team advocates for our customers as well as providing guidance to help them meet their desired business outcomes. You will ensure Managed Services customers have positive experiences and that our teams have the right skills to promote lasting relationships. What you will do
* 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 What we expect of you
* 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 Pay range: $112,900- $158,060 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
As the Manager, Customer Engagement, you will lead a team who provide exceptional customer service. Your team advocates for our customers as well as providing guidance to help them meet their desired business outcomes. You will ensure Managed Services customers have positive experiences and that our teams have the right skills to promote lasting relationships. What you will do
* 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 What we expect of you
* 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 Pay range: $112,900- $158,060 depending on experience and skill set Annual bonus target of 10% subject to terms and conditions of plan Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) Salary ranges may be subject to geographic differentials
* CDW is committed to being an AI-fluent organization
* As a leader, you will champion and be accountable for our vision of becoming an AI-fluent organization. We expect leaders to model curiosity, encourage responsible AI adoption, and foster a culture of continuous learning. You don't need deep technical expertise, but you should be comfortable exploring how AI can enhance strategy, decision-making, and team performance. Your role includes guiding others in building confidence and capability with AI tools and practices, while promoting openness to experimentation and shared learning.Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.
* About Us
* CDW is a Fortune 500 technology solutions provider that helps businesses, government, education, and healthcare organizations achieve what's possible through technology. What makes CDW different isn't just what we do- it's how we do it. At CDW we act as one- building trust, speaking candidly, and working together to achieve more. We play to win- focusing on what matters most and delivering for our customers. And we think forward- staying curious, moving fast, and continuously learning. We believe meaningful work happens when people feel supported, heard, and empowered to contribute. That's why we think of ourselves as coworkers, not just employees- working together to solve complex challenges and deliver real impact for our customers and communities. As a full-stack, full-lifecycle technology partner, CDW brings deep expertise, strong relationships, and broad industry knowledge to help turn ideas into outcomes. When you join CDW, you become part of a collaborative environment where your work matters, your growth is supported, and your contributions help shape what's next. Together, we deliver the full promise of what technology can do.
* Together, we Make Amazing Happen.
* CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.
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