Manager, Customer Engagement

About The Job

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. 
This position is 100% remote.

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 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 Mission teams to align support efforts and provide an excellent customer experience
• Keep up to date on the latest AWS services and strategies

Requirements

• 5+ years of industry experience with at least 1 year of lead or 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 AWS 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
• AWS Associate Certification, preferred  

Use of Artificial Intelligence (AI)
Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices.
About Mission Cloud
Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.