Manager of Customer Success Center

NWN is the leading AI-powered technology solutions provider for North America’s most innovative public and private organizations. For more than 30 years, NWN has helped over 6,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions.

NWN is the leading AI-powered technology solutions provider for North America’s most innovative public and private organizations. For more than 30 years, NWN has helped over 6,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions.

The company’s proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients’ most demanding technology needs. NWN is a high-performance, high-integrity team of 1,200+ experts committed to a customer-obsessed culture, earning an 80+ Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a ‘Best Place to Work’ with an 80+ Employee Net Promoter Score.

For more information, visit: NWN.ai.

• 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. customers
• Performs other duties as assigned.
• Complies with all policies and standards.

• 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 Service Now Preferred
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. (17 proficiency)
• Exceptional interpersonal and customer service skills. (17 proficiency)
• Strong problem-solving, verbal and written communication, and conflict resolution skills. (17 proficiency)
• Knowledge of management principles. (17 proficiency)
• Familiarity with company products,…