Manager, Technical Account Management, Public Cloud

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.

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/   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