Customer Care Manager

MCG Energy Solutions, LLC; United States; On-site; USD 90,000 - 140,000; Full time

Job summary

MCG Energy Solutions, LLC seeks a Customer Care Manager to lead the client care team, partnering with Leadership, Application Support, and customers to ensure high satisfaction and successful delivery.

You will set goals, mentor staff, manage budgets and capacity, and coordinate with Commercial, Delivery, and Product teams to uncover opportunities and drive continuous improvement.

Qualifications

• Proven experience in Resource Management and Project Management.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to analyze data and use insights to drive continuous improvement.
• Proficiency with HubSpot software and customer service tools.
• Ability to work in a fast-paced environment and manage competing priorities.
• Represent the company in public forums professionally.
• Solid working knowledge of Microsoft Office suite.

Responsibilities

• Manage the Customer Care department to effectively meet the needs of the client, and serve in the retention and satisfaction of our customers.
• Analyze Customer Care metrics, operational trends, and customer feedback to identify areas for optimization.
• Lead initiatives related to process improvement, documentation standards, and tooling enhancements.
• Build strong relationships with customers.
• Participate in executive business reviews and strategic customer meetings when necessary.
• Ensure consistent communication, transparency, and risk management across all client engagements.
• Lead, mentor, and develop a high-performing Customer Care team.
• Establish clear goals, KPIs, performance expectations, and career development plans for team members.
• Manage hiring, onboarding, workforce planning, and team capacity to support company growth targets.
• Performance Management for all Customer Care EPAs, including preparing and delivery of annual performance reviews and as-needed performance management.
• Work with the Customer Care team to identify new opportunities within current customers and coordinate with the Commercial team to execute on those opportunities
• Foster a customer-centric, accountable, and collaborative team culture.

Skills

Resource management

Project management

Leadership

Communication

Data analysis

Customer-first mindset

Microsoft Office

HubSpot

Prioritization

Public speaking / representation

Tools

HubSpot

Job description

The Customer Care Manager plays a critical role in ensuring a high level of customer satisfaction and fostering positive relationships with our clients. They must have a passion for customer service, proven leadership skills, and the ability to drive performance improvements within a customer care team.

This position oversees the Customer Care team, along with working with Leadership, Application Support staff, and Customers to support the needs of MCG clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Care Operations

• Manage the Customer Care department to effectively meet the needs of the client, and serve in the retention and satisfaction of our customers. Ultimately responsible for serving our customers as needed.
• Analyze Customer Care metrics, operational trends, and customer feedback to identify areas for optimization.
• Lead initiatives related to process improvement, documentation standards, and tooling enhancements.
• Build strong relationships with customers.
• Participate in executive business reviews and strategic customer meetings when necessary.
• Ensure consistent communication, transparency, and risk management across all client engagements.
• Lead, mentor, and develop a high-performing Customer Care EPA team.
• Establish clear goals, KPIs, performance expectations, and career development plans for team members.
• Manage hiring, onboarding, workforce planning, and team capacity to support company growth targets.
• Performance Management for all Customer Care EPAs, including preparing and delivery of annual performance reviews and as-needed performance management.
• Work with the Customer Care team to identify new opportunities within current customers and coordinate with the Commercial team to execute on those opportunities
• Foster a customer-centric, accountable, and collaborative team culture.

Reporting & Performance Management

• Define and monitor departmental KPIs and SLAs.
• Prepare operational reports and Care performance updates for executive leadership.
• Manage departmental budgets, resource allocation, and forecasting.

Cross-Functional Collaboration

• Partner closely with Commercial, Delivery, Development, Support, and Finance teams to ensure seamless customer experiences.
• Support handoff processes between Commercial, Delivery, and Customer Care teams.
• Act as an escalation point for high-priority customer issues and executive-level stakeholder concerns.
• Provide feedback to Product and Engineering teams regarding Customer Care challenges, feature gaps, and customer requirements.

QUALIFICATIONS:

This individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Skills:

• Proven experience in Resource Management and Project Management.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to analyze data and use insights to drive continuous improvement.
• Strong problem-solving skills with a customer-first mindset.
• Proficiency with HubSpot software and customer service tools.
• Ability to work in a fast-paced environment and manage competing priorities.
• Must be willing to represent the company in public forums and present a professional image in conduct and personal presentation
• Solid working knowledge of all products in the Microsoft Office suite.

Preferred Qualifications:

• Strong knowledge of the energy industry, including an understanding of industry trends, challenges, and regulatory requirements.
• Strong knowledge of SaaS Client Support.

EXPERIENCE:

7+ years of proven hands-on experience working as a manager for software customer service, or as an MCG Energy Product Analyst.

SUPERVISORY RESPONSIBILITIES:

This position will supervise the Customer Care department.