Manager, Customer Success

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

If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader, take a look at the exciting employment opportunities that are currently available.

Job Summary

The Customer Success Manager will lead a team that plays a substantial role in meeting Vistra Retail customer retention, customer experience and unit margin targets. They will strategically lead efforts with our third-party contact centers to maximize performance among 200+ Customer Success team members. Oversee data analytic activities that measure and forecast customer lifecycle trends. Partner with cross functional teams to identify areas to improve customer retention and create Formula Won experiences.

Job Description

Key Accountabilities

• 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.

Education** , Experience & Skill Requirements**

• 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

Key Metrics

• Customer counts growth
• Customer experience
• Unit margin

Job Family

Marketing

Company

Vistra Retail Operations Company

Locations

Irving, Texas

Texas

We are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then apply today!

It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, genetic information, military service, protected veteran status, or any other consideration protected by federal, state or local laws.

If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email [e-mail] a request.