Manager, Customer Success

Vistra Retail Operations Company; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Vistra Retail Operations Company is seeking a Customer Success Manager to lead a 200+ member team and partner with third-party contact centers to optimize retention, customer experience, and unit margins. You will oversee analytics that forecast lifecycle trends and work with cross-functional teams to turn insights into actionable improvements.

The role emphasizes data-driven decision making, stakeholder communication, and strategic collaboration across marketing and operations to drive superior

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.

Responsibilities

• Lead a Customer Success team of 200+ members and coordinate with third-party contact centers.
• Present analytics and qualitative feedback to cross-functional areas including C-Suite executives.
• Strategically manage contact center footprint to maximize talent and reduce risk.
• Identify new technology trends in contact centers and build business cases.
• Foster partnerships with outsourced contact centers and develop infrastructure.
• Create strategies to meet metrics for customer attrition, experience and unit margins.
• Collaborate with internal marketing to improve the customer buying experience.

Skills

Leadership & people management

Data analytics

Cross-functional collaboration

Communication

Education

College degree or higher

Tools

SQL

HANA

SAS

Snowflake

Excel

Tableau

Job description

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.

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.

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 us at [e-mail] to make a request.