Customer Success & Digital Manager

Customer Success & Digital Manager

Position Type: Full-time, salaried position. This is a 100% remote position; therefore, an efficient home office environment with reliable internet service is required.

Job Summary:

The Customer Success Manager is responsible for managing a team of phone & digital based Customer Intake Associates (CIAs) who handle a variety of inbound & outbound calls, as well as digital communication via email, chat, social media, & SMS.

In addition to leading their own team, the Customer Success Manager is also responsible for supervisory duties of junior leaders such as supervisors and/or team leads.

Essential Functions:

The Essential Functions are representative, but not all-inclusive, of the knowledge, skills, and abilities required to perform this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

- Customer Experience:

- Champion the customer experience and drive improvements to workflows and processes to streamline communications between Customer Experience and cross-functional teams to meet KPIs

- Manage the day-to-day Customer Experience operations such as our lead backlog, case queues, capacity planning, call evaluations, and conversion.

- Assist with escalations and customer complaints as necessary

- Establish structured processes for analyzing customer contact data, including SLAs, KPIs, and customer satisfaction scores, to drive continuous improvements in team performance & growth

- Processing approvals and intake as needed to assist the team during periods of high volume

- Cross-functional Collaboration:

- Represent the CX function in cross-functional leadership meetings and ensure customer concerns are taken into consideration when business decisions are being deliberated

- Collaborate with cross-functional teams to share data-driven customer feedback and insights, providing valuable input to improve operational processes, enhance website functionality, and refine marketing strategies

- Team Leadership and Development:

- Provide leadership and direction to the customer experience team, including hiring, training, and managing staff

- Foster a collaborative and supportive work environment to maximize team productivity and performance

- Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development

- Manage WFM functions such as staff scheduling, attendance, PTO, and call volume

- Perform additional tasks as required.

Education & Experience:

- Requires a high school diploma or equivalent

- Bachelor degree in business, management, marketing, or relevant field is preferred

- Minimum of 6 years of experience managing in a contact center/customer success environment

- Experienced in hiring, training, and mentoring employees

- Proficient with Microsoft Office Suite or related software, with advanced skills in Excel

- Familiarity with Customer Relationship Management (CRM) systems & call center telephony systems (Salesforce, Five9) as well as SharePoint, Microsoft Dynamics, etc.

- Ability to motivate a team, set and achieve targets, and manage career growth and performance

- Ability to build relationships and drive cross-organization alignment

- Ability to make strong organizational decisions based on key data

- Demonstrated leadership capabilities: collaborate effectively; coach for growth; be humble; be courageous; drive purpose

- Proven ability to hit or exceed targets

- Excellent problem-solving skills

- Requires proficiency in reading, writing, and communicating in English

Supervisory Responsibilities:

This is a management role that is responsible for managing a team, department(s), or region(s), and is responsible for setting performance goals, conducting evaluations, providing feedback to team members, allocating tasks and responsibilities as required, and managing resources.

Work Environment:

- Remote position: This position is in the employee’s residence and requires the employee to have a workspace free of distraction during work hours to perform job duties.

- Requires dedicated internet with minimum speeds of 100mbps

Physical Demands:

- Requires sitting at a desk for long periods of time, performing tasks on a computer, the ability to move within the office to attend meetings, access equipment, or interact with colleagues.

Equal Opportunity Employer:

At HomeWorks Energy, we celebrate diversity, inclusion, and collaboration. As an Equal Opportunity Employer, we do not discriminate against race, color, religion, national origin, sex, age, gender identity, or expression, sexual orientation, physical or mental disability, veteran status, or any other applicable characteristics. All employment decisions are based on qualifications, skills, and experiences needed to successfully perform the job.