The Manager of Onboarding and Engagement oversees customer onboarding and engagement, manages strategic interactions, creates documentation, and improves processes.
Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job Summary:
The Manager of Onboarding and Engagement is responsible for managing the onboarding and customer engagement for our Google and Microsoft services and SaaS products. This includes partnering with Sales and the partner team to create an effective customer hand-off process. Managing strategic customer interactions (VIP). Supporting the creation and upkeep of documentation. Training the team on how to best onboard and engage with customers. As well as looking for ways to improve key processes. The Manager will also provide team and customer feedback to the Development team on our products and services and manage team-escalated customer issues.
What you will do:
* Partner with Sales to create effective customer hand-off process.
* Manage support and onboarding documentation.
* Design, implement, and train team on how to best onboard, engage, and support customers.
* Evaluate functionality of current processes and provide improvement recommendations.
* Provide quality control.
* Create and monitor metrics to ensure best-in-class customer experience.
* Ensure team is meeting / exceeding metrics of quality.
* Provide team and customer feedback to Development team on our products and services.
* Manage team-escalated customer issues.
* Work with the product team to develop and improve services for the onboarding and engagement team.
* Manage strategic customer interactions (VIP).
* Present as needed.
What we expect of you:
* Bachelor's degree in Computer Science, Information Systems or related discipline, and 7+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar,
* OR
* 11+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar.
* 1+ years of experience managing a team in an education or corporate environment.
* Strong understanding of onboarding and engagement principles and practices.
* Excellent problem-solving and analytical skills.
* Ability to work independently and as part of a team.
* Excellent communication and presentation skills.
* Experience supporting and managing Google Workspace environments in K-12 and/or Higher Education, a plus.
* Experience with JIRA, Confluence, and Monday or similar tools, a plus.
* Current Google and/or Microsoft Technical certifications, a plus.
* Prior experience managing an onboarding and engagement team, a plus. Pay range: $ 104,000 - $158,060, depending on experience and skill set Annual bonus target 10% subject to terms and conditions of plan. Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) CDW is committed to being an AI-fluent organization We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Job Summary:
The Manager of Onboarding and Engagement is responsible for managing the onboarding and customer engagement for our Google and Microsoft services and SaaS products. This includes partnering with Sales and the partner team to create an effective customer hand-off process. Managing strategic customer interactions (VIP). Supporting the creation and upkeep of documentation. Training the team on how to best onboard and engage with customers. As well as looking for ways to improve key processes. The Manager will also provide team and customer feedback to the Development team on our products and services and manage team-escalated customer issues.
What you will do:
* Partner with Sales to create effective customer hand-off process.
* Manage support and onboarding documentation.
* Design, implement, and train team on how to best onboard, engage, and support customers.
* Evaluate functionality of current processes and provide improvement recommendations.
* Provide quality control.
* Create and monitor metrics to ensure best-in-class customer experience.
* Ensure team is meeting / exceeding metrics of quality.
* Provide team and customer feedback to Development team on our products and services.
* Manage team-escalated customer issues.
* Work with the product team to develop and improve services for the onboarding and engagement team.
* Manage strategic customer interactions (VIP).
* Present as needed.
What we expect of you:
* Bachelor's degree in Computer Science, Information Systems or related discipline, and 7+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar,
* OR
* 11+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar.
* 1+ years of experience managing a team in an education or corporate environment.
* Strong understanding of onboarding and engagement principles and practices.
* Excellent problem-solving and analytical skills.
* Ability to work independently and as part of a team.
* Excellent communication and presentation skills.
* Experience supporting and managing Google Workspace environments in K-12 and/or Higher Education, a plus.
* Experience with JIRA, Confluence, and Monday or similar tools, a plus.
* Current Google and/or Microsoft Technical certifications, a plus.
* Prior experience managing an onboarding and engagement team, a plus. Pay range: $ 104,000 - $158,060, depending on experience and skill set Annual bonus target 10% subject to terms and conditions of plan. Benefits overview: [https://cdw.benefit-info.com/](https://cdw.benefit-info.com/) CDW is committed to being an AI-fluent organization We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances- not replaces- human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.
* We make technology work so people can do great things.
* CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive. CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law. CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review [CDW's AI Applicant Notice](https://www.cdwjobs.com/pages/ai-applicant-notice).
Top Skills
Confluence
Google Workspace
JIRA
Monday
CDW London, England Office
One New Change, London, United Kingdom, EC4M 9AF
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