Manager, Technical Account Management

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $112.9k - $158.1k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CDW

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1984

💼 Consulting

🏥 Healthcare

📚 Education

💰 Post-IPO Equity on 2015-07

Consulting • Healthcare • Education

CDW is a leading provider of technology solutions, offering a comprehensive range of products and services to address the needs of enterprises, government, healthcare, and education sectors. They specialize in providing IT infrastructure services, managed services, and security solutions. CDW partners with top technology brands to deliver customized solutions that enhance business productivity and performance across various industries. With a strong focus on digital transformation, security, and cloud solutions, CDW supports businesses in navigating the complexities of modern IT environments. Their expertise spans several domains, including digital workspaces, cybersecurity, and enterprise solutions, making CDW a key partner in driving technological advancements.

📋 Description

• Lead and provide daily oversight to team members, supporting growth and career aspirations • Provide guidance on customer experience, case management, and public cloud best practices • Manage team resources and capacity, projects, cross-team collaboration, and escalations • Manage customer escalations and concerns; track at-risk customers and escalate through 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 Customer Engagement team processes and policies • Lead recruiting efforts for open Customer Engagement positions • Lead training programs on service-offering toolsets, team processes, and role-specific expectations • Review workflows and shadow meetings for quality control • Track team performance through KPIs and scorecards; escalate issues to leadership • Ensure customer satisfaction and resolution of service tickets within defined SLAs • Work with internal teams to align support efforts and provide an excellent customer experience • Keep current on public cloud services and strategies • Champion CDW’s vision of becoming an AI-fluent organization and promote responsible AI adoption, 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 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, 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 • Public cloud Associate Certification, a plus

🏖️ Benefits

• Annual bonus target of 10% subject to terms and conditions of plan • Benefits package (details provided at https://cdw.benefit-info.com/) • Salary ranges may be subject to geographic differentials