Customer Success Center Manager

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full time Lewiston, ME, US

4 days ago Requisition

Northeast Bank is a full-service community bank and a national commercial real estate lender with offices in Maine, Massachusetts, New York, and Connecticut and California. We are looking for motivated and talented individuals who want to make an impact in a growing company that cares about its employees, customers, and the communities it serves. Northeast Bank provides competitive compensation and benefits, generous PTO, and a hybrid work environment dependent on the role.

If you are looking for a growing organization that prioritizes its employees, we encourage you to apply.

POSITION SUMMARY: Responsible for the strategic leadership, operational performance, and sales effectiveness of the Bank’s Customer Success Center. This leader promotes and fosters a sales and service culture through leading, coaching, motivating, and developing a team of frontline representatives who deliver exceptional service and relationship‑building conversations through phone and digital channels. This role functions as the leader of a deposit generating business unit with accountability for growing consumer and business deposits, deepening customer primary relationships, and supporting the Bank’s online deposit account opening and servicing platform.

The position carries responsibility for portfolio growth, customer retention, strengthening long‑term customer loyalty, fraud prevention, operational excellence, employee development, and the delivery of a consistent omnichannel banking experience. In addition, serves as the senior escalation point for complex customer issues, taking ownership of high‑priority concerns, coordinating across departments as needed, and ensuring timely and effective resolution that reinforces customer trust and satisfaction.

RESPONSIBILITIES:

Sales and Marketing

• Establish sales strategies and coaching practices that enable team members to uncover customer needs and recommend appropriate solutions.
• Accountable for the attainment of the Customer Success Center sales and service goals, which include deposit portfolio growth, customer relationship expansion, customer retention, referrals, and contributing to meeting the Bank’s CRA community development goals.
• Leads proactive outbound calling campaigns focused on deposit retention efforts and identifying opportunities to expand customer relationships.
• Promotes a sales and service culture which aligns with the strategic, financial, and operational objectives of the Bank.
• Promote effective new customer onboarding and customer engagement by, in part, routinely strengthening new and current customer relationships, introducing new and existing customers to the Bank’s products and services, and addressing customer inquiries.
• Coach team members on communication techniques that build trust, strengthen relationships, and effectively address customer needs.
• Collaborate with internal business partners to provide comprehensive solutions to customers’ financial needs.
• Educate the Customer Success Center team about products and services offered through other lines of business.
• Partner with Retail Banking peers on customer referrals and appointment setting and Marketing to support promotional campaigns and customer acquisition initiatives.
• Maintains knowledge of the competition, as well as knowledge of the market areas served.

Customer Experience

• Champion a high‑quality customer experience across all communication channels in all customer interactions.
• Monitor customer feedback, survey results, and complaint trends.
• Implement service enhancements as needed to improve responsiveness, problem resolution, and relationship deepening.
• Resolves complex customer issues effectively and professionally.
• Leads by example in delivery of exceptional customer experience and provides observational coaching and constructive feedback to all Customer Success Center representatives through established call monitoring program.
• Serve as an additional customer…