Manager, Aws Customer Engagement

About the JobAs 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.ResponsibilitiesLead and provide daily oversight to team members; help the team grow and achieve their career aspirationsProvide guidance to team on best practices in customer experience, case management, and AWS best practicesResponsible for team resource and capacity management, project leadership, cross-team collaboration as well as escalation managementManage customer escalations and concerns; track customers at risk and escalate through the customer escalation processOversee and ensure the timely scheduling and execution of customer meetings, while tracking key performance metricsAssist the Director in creating and implementing processes and policies for the Customer Engagement teamLead recruiting efforts for open positions under the Customer Engagement teamLead training programs on tool sets used in our service offerings, team processes, and role specific expectationsReview workflows and shadow meetings for quality controlTrack team member performance via KPIs and scorecards, escalate issues to leadershipEnsure customer satisfaction as well as resolution of all service tickets within defined SLAsWork with internal Mission teams to align support efforts and provide an excellent customer experienceKeep up to date on the latest AWS services and strategiesRequirements5+ years of industry experience with at least 1 year of lead or supervisory experienceStrong communication skills and experience working directly with customers during escalationsExperience leading, managing and holding a team accountable to deliver results through customer engagementsKnowledge and understanding of customer engagements and escalation managementWorking knowledge of common AWS infrastructure services and strategiesAbility 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 documentationAbility to use data to improve processes and track key metricsAWS Associate Certification, preferredUse 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 CloudMission 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.