AWS Consultant/ Lead

AAs 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 the 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.

Responsibilities

• 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 AWS 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 Director in creating and implementing processes and policies for the CustomerEngagement 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 rolespecific 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 Mission teams to align support efforts and provide an excellent customerexperience
• Keep up to date on the latest AWS services and strategies

Requirements

• 6+ years of industry experience with at least 1 year of lead or supervisory experience
• Strong communication skills and experience working directly with customers duringescalations
• Experience leading, managing and holding a team accountable to deliver results throughcustomer engagements
• Knowledge and understanding of customer engagements and escalation management
• Working knowledge of common AWS infrastructure services and strategies
• Ability to work with typical service/customer support: planning, coordinating, softwareselection and use, customer education and support, vendor liaison, troubleshooting, problemresolution, product evaluation, and documentation
• Ability to use data to improve processes and track key metrics
• AWS Associate Certification, preferred

If you are interested, please share your CV across deepika.soundar@cdw.com