Manager of Customer Success Center

Company Overview

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.

Responsibilities

The Manager of Customer Success Center role is responsible for hiring, training, coaching, and leading Customer Success Center Engineers as they provide support for customers. This role serves as the escalation point for Customer Success Center Engineer team members.

• 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.

Qualifications

• 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 ServiceNow 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, services, and policies. (17 proficiency)
• Strong coaching and leadership skills with the ability to motivate employees. (17 proficiency)
• Decisiveness and attention to detail. (17 proficiency)
• Proficiency with necessary technology, including computers, software applications, and phone systems. Polite, professional phone voice. (17 proficiency)
• Ability to occasionally work off shift and access reliable transportation. (17 proficiency)

Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Requires Travel - Yes

Requires Overtime - Yes

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.