ATL 311 - Customer Success Manager

Job Description:

ATL 311 - Customer Success Manager

Description

Job Grade: G - 23

Salary Compensation: $58,596.01 - $78,092.30

Position posted until filled

General Description and Classification Standards

Under the direction of the Deputy Commissioner the Customer Success Manager assists with combining the City’s goals and customer’s goals to form a cohesive, data-led, and customer-centric process by adding value to customer relationships and driving outcomes focusing on customer loyalty and retention, and customer satisfaction, while supporting and building strong relationships with customers to understand their needs.

This ideal candidate for this position must have customer-first mindset and a proven organizational skill capable of understanding ATL311 customer’s base and focusing on solving long-term needs. The Customer Success Manager will work with customers to ensure they are receiving the tools and support needed to achieve their goals when submitting a service request. The Customer Success Manager is responsible for communicating customers’ behaviors to the Department of Customer Service’s Leadership Team and City departments through regular reporting with an emphasis on quantitative data.

Supervision Received

Works independently and attends regular meetings with senior management, mid-level management, and staff and this may include meetings with executive leadership and elected officials. Routinely collaborates with managers, directors, and senior leadership to accomplish common goals and initiatives. Direction received is very general and focuses on end results and is typically collaborative in nature. Position plans own work and project schedules and sequences.

Minimum Qualifications - Education and Experience

• Bachelor’s degree in business, technology, public administration, or related field.
• Experience in Customer Service, Call Center Operations, CRM Technologies, or CX Significant experience with defining and executing on customer service initiatives, challenging how customers interact across all channels - traditional, self-service, and digital channels.
• Experience leveraging technology and data to improve customer experience.
• Experience in evaluating benchmark data (e.g., voice of customer, process); IVR/live agent/web/mobile/chat/email contacts, social media, cost-to-serve.
• 5+ years organizational leadership experience, with 5+ years of experience in a contact center, and or a customer service environment, 3+ years of people management including knowledge of:
• Call management
• KPIs such as NPS/CSAT
• Call Center CRM technology systems including telephony
• Workforce Management functions and processes
• Leadership/management success
• Relationship building success
• Coaching, mentoring, motivating, goal building and goal setting success
• Partnering / collaboration with customers and cross functional internal/external teams

Preferred Education & Experience

Master’s degree in business, technology, public administration, or related field (equivalent professional experience may be considered for substitution for the required degree on an exception basis with 5+ years of contact center and technology experience).

Knowledge, Skills & Abilities

Working knowledge of Microsoft 365 Suite, Calabrio, Oracle, ServiceNow, Dextr- Connect Path, AWS Connect, NICE CXone, Medallia, Salesforce, Zen Desk, Live Agent, Genesys Cloud, Hootsuite, Gainsight, Chabot, reporting tools and dashboards.

Licensures and Certifications

Lean Six Sigma certification (desired but not required)

Essential Capabilities and Work Environment

This position is hybrid and requires that the incumbent work on-site as needed to fulfill their work obligations.