ATL 311 - Customer Success Manager

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.

Essential Duties & Responsibilities

• Lead customer research projects and analyze findings / data to deepen an understanding CX and pain points.
• Leverages human-centered design (HCD) and other innovation / product development approaches.
• Champions the CX across the organization to ensure exceptional customer journeys and service are continuously across all contact channels and platforms.
• Collaborates with senior management to ensure the CX is developing long-term goals and strategic plans to ensure customer expectations are exceeded, which will position the department for best-in-class success.
• Develop and execute CX strategies to increase customer satisfaction and retention.
• Manage customer service workflows and processes to ensure seamless service delivery and resolution of customer issues.

Additional duties :

• Current knowledge on industry best practices, and the desire to lead those trends.
• Project management skills with the ability to coordinate, manage and ensure the success of programs.
• Outstanding communication skills - written and verbal - with the ability to tailor messaging strategy for different audiences and an ability to turn complex technological concepts into clear, multichannel communications.
• Excellent presentation skills, especially developing presentations and sharing data and insights.
• Ability to prioritize, problem-solve, multitask, and work independently in a dynamic, rapidly changing workplace.
• Strong problem solving and troubleshooting skills, excellent creative, analytical, and process design.
• Proven experience in designing and implementing end-to-end user engagement journeys.
• Knowledge of business process analysis and design techniques, including the use of modeling and collaborative tools.
• Strong leadership skills with a track record of building and leading high-performing teams.
• Naturally curious with a demonstrated initiative to lead and own projects from start to finish.
• Ability to motivate and influence people and teams and a proactive approach to work.
• Data visualization experience including the ability to take raw data, analyze, and create graphs (Artificial Intelligence experience desired)
• Manage the CRM case-management platform to ensure effective case resolution and timely response to customer inquiries.
• Develop and maintain customer feedback mechanisms to ensure continuous improvement of the CX.
• Work closely with other departments to ensure cross-functional collaboration and a seamless CX.
• Full understanding of departmental workflows, pain points, and customer expectations.
• Regularly assess operational risks or dependencies within the team, report it and make changes as needed.
• Understand CX best practices, drive for process improvements, and propose new ways of operating, with a focus on simplification.
• Identify an opportunity / problem to solve, lead and deliver on projects and solutions that drive the business forward.
• Address escalated issues with speed and urgency, orchestrating resources to support accelerated outcomes.
• Review onboarding plans and engagement models to ensure a high level of quality and technical accuracy.
• Collaborate cross-functionally with internal stakeholders to drive service delivery and process improvements that solve customer challenges and optimize the CX.

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.