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. What you will do 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 defi