Customer Success Manager - Data-Driven Growth & Retention

Vistra Corp; Irving (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Vistra Retail Operations Company in Irving, Texas seeks a Customer Success Manager to lead a large team and partner with third-party centers to optimize customer retention, experience and unit margins. You will oversee analytics, forecast customer lifecycle trends and drive improvements across functions.

You will collaborate with cross-functional teams to present insights to executives, build business cases for new technologies, and advance strategies that elevate the customer buying experience.

Qualifications

• 3+ years of leadership and management experience.
• 5+ years experience performing data analytics / data modeling.
• Experience with data software reporting tools such as SQL, Hana, SAS, Snowflake, Excel.
• Experience with data visualization tools like Tableau.
• Ability to synthesize statistical results into persuasive, easily understood insights that drive business opportunities.
• Proven ability to build consensus and work effectively within a cross-departmental team.
• Experience gained through college degree programs is applicable to the above referenced skills and experience.

Responsibilities

• Present key analytics and qualitative feedback to cross functional areas including C-Suite executives.
• Act as a subject matter expert and make recommendations to other cross functional teams.
• Strategically manage contact center footprint to ensure business redundancy and maximization of available talent.
• Identify emerging technology and trends within the contact center industry. Build business cases and cost/benefit analysis to leverage new technology and trends.
• Foster a close partnership with outsourced contact center teams and develop key contact center infrastructure.
• Create strategies to meet key performance metrics of customer attrition, customer experience and unit margins.
• Work closely with internal marketing department to create a culture of constant improvement to the customer buying experience.

Skills

Leadership & management

Data analytics

Cross functional collaboration

Statistical insight communication

Education

Experience gained through college degree programs

Tools

SQL

HANA

SAS

Snowflake

Excel

Tableau

Job description

Vistra Retail Operations Company in Irving, Texas seeks a Customer Success Manager to lead a large team and partner with third-party centers to optimize customer retention, experience and unit margins. You will oversee analytics, forecast customer lifecycle trends and drive improvements across functions.

You will collaborate with cross-functional teams to present insights to executives, build business cases for new technologies, and advance strategies that elevate the customer buying experience.