Manager, AWS 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 sche...