Customer Success, Scheduling & Resolutions Manager

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Customer Success, Scheduling & Resolution Manager

Position Type: Full-time (salaried) position not eligible for overtime. This position is eligible for performance bonuses. This is a 100% remote position. Therefore, an efficient home office environment with strong reliable internet service is required.

Job Summary:

As a Scheduling & Resolution Manager on our Customer Success Team, you will lead and enhance our Customer Service & Scheduling Operations for our Weatherization business. This role is pivotal in shaping the end-to-end customer experience, ensuring a high level of customer satisfaction. Reporting directly to the Customer Success Director, you will oversee a diverse team and drive operational excellence through efficient and effective scheduling & post-install case resolution.

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.

• Lead & Inspire Greatness
  :
  Provide leadership and inspire multiple account management teams to deliver a world class customer experience through education, thoughtful and personalized communication, and efficient and effective problem solving.
  • Create a positive, passionate, and fun work environment that brings out the best on our team.
  • Set clear performance goals, KPIs, and OKRs for the team and ensure accountability.
  • Set a high bar for service standards and help support operational excellence.
• Work Cross Functionally: Work with customer service, marketing, sales, finance, IT, and operations to streamline and improve the customer journey for customers with weatherization projects.
  • Implement workflows for consistent communication, engagement, and follow-up across the customer journey.
  • Strong focus on leveraging tech stack to deliver a dynamic and streamlined customer experience that empowers customers and sets employees up for success.
• Drive Accountability & Continuous Improvement: Maintain an effective feedback loop with our operational teams and work collaboratively to improve our collective efficiency and effectiveness.
  • Provide actionable feedback with data driven analysis.
  • Work collaboratively to identify and prevent drivers of dissatisfaction and friction.
  • Identify areas of opportunity within your teams where training may be needed and implement solutions to drive continuous learning.
  • Stay informed about industry trends, best practices, and emerging tools in customer success.
• Act with Urgency &
  
  Purpose:
  
  Support and foster an environment where teams demonstrate genuine care and empathy when advocating for customers, solving problems, and assisting customers through a complex experience.
  • Adress escalations the front line staff is unable to handle, while protecting the company’s reputation, customer trust, and legal standing.
  • Facilitate appropriate resolutions, while complying with all company policies and procedures.
• Perform additional tasks as required.

Education & Experience:

• 5+ year’s customer success, account management and/or post sales experience.
• Minimum of 3+ years managing a team of individual contributors.
• Advanced skills in de-escalation and handling customer complaints.
• Proficient with Microsoft Office Suite and major CRM & telephony systems (such as Salesforce & Five9). Comfortable leaning in with technology.
• Proven track record of success with regularly hitting individual and team goals.
• Excellent project management skills with an attention to detail, multistage processes, and 3 rd party dependencies.
• Experience building process, identifying gaps and executing on relevant initiatives.
• Impeccable communicator with experience developing both digital and person to person touchpoints.
• Strong analytical mindset with a methodical approach to identify challenges and measure impact, including the ability to use data to support strategy and create a story.
• Ability to think…