[Hiring] Manager of Customer Success Center @NWN Carousel

Role Description

The Manager of Customer Success Center role is responsible for hiring, training, coaching, and leading Customer Success Center Engineers as they provide support for customers. This role serves as the escalation point for Customer Success Center Engineer team members.

• Hire, train, coach, and lead Customer Success Center Engineers as they provide support for customers.
• Answer Customer Success Center Engineer questions, guide them through difficult calls or issues, diffuse angry customers, and handle issues that cannot be fielded by team members.
• Lead team meetings, ask questions to better understand the calls Customer Success Center Engineers receive, coach team members regarding processes and practices, and explain expectations to employees.
• Assist other management team members in identifying trends and establishing call center goals.
• Ensure staff members are achieving desired service levels and take corrective action, as needed.
• Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Take on other tasks or projects to support employees, other managers, and call center operations.
• Maintain daily attendance on site at the call center.
• Approve timesheets within the strict time window.
• Assist in ensuring billing for customers is accurate, correct, and on time.
• Assist in resolving conflict and communication issues between multiple constituents, including customers, Sales Representatives, and Service Delivery.
• Lead workshops to design customer solutions with custom.
• Assist in custom costing services.
• Support employees, other managers, and call center operations through assigned tasks or projects.
• Perform other duties as assigned.
• Comply with all policies and standards.

Qualifications

• H.S. Diploma or General Education Degree (GED) or equivalent Required
• More education or experience in a related field Preferred
• 3-5 years of Customer Success Center/help desk leadership experience Required
• Experience hiring, training, coaching, and leading Customer Success Center Engineers or similar customer support team members Preferred
• Experience analyzing call center data, service levels, staffing resources, and customer satisfaction trends Preferred
• Experience with ServiceNow Preferred
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal and customer service skills.
• Strong problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles.
• Familiarity with company products, services, and policies.
• Strong coaching and leadership skills with the ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with necessary technology, including computers, software applications, and phone systems.
• Polite, professional phone voice.
• Ability to occasionally work off shift and access reliable transportation.
• Remote: Job duties are performed from the employee’s home or another approved remote location.
• Requires Travel - Yes
• Requires Overtime - Yes

Benefits

• Comprehensive benefits package including medical, dental, and vision plans.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Income protection through disability and life insurance.
• 401(k) with company match.
• Unlimited PTO and paid company holidays.
• Hybrid/remote work options.
• Paid bonding leave for eligible employees.
• Employee discounts and access to Employee Assistance Program (EAP).
• Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages.
• Legal and identity theft protection, pet insurance, supplemental life insurances.
• Referral bonuses and charitable donation matching.
• Allowances for eligible roles.