Remote Customer Success Center Manager

NWN; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Dental plan

Vision plan

HSA

FSAs

Disability insurance

Life insurance

401(k) match

Unlimited PTO

Paid holidays

Hybrid/remote work

Bonding leave

Employee discounts

EAP

Job summary

NWN is a leading AI-powered technology solutions provider in North America, delivering modern technology platforms and services to public and private organizations. We are seeking a Customer Success Center Leader to hire, train, coach, and guide engineers in delivering exceptional customer support from a remote/home office setup.

The role involves analytics, process improvement, and cross-functional collaboration to ensure optimal service levels and customer satisfaction.

Qualifications

• High School Diploma or GED 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 CS Center Engineers preferred.
• Experience analyzing call center data, service levels, staffing resources, and customer satisfaction trends preferred.
• ServiceNow experience preferred.
• Ability to multitask and remain calm under pressure.
• Exceptional interpersonal and customer service skills.
• Strong problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles.
• Familiarity with company products, services, and policies.
• Strong coaching and leadership skills.
• Decisiveness and attention to detail.
• Proficiency with technology, including computers, software applications, and phone systems.

Responsibilities

• Hire, train, coach, and lead Customer Success Center Engineers as they provide support for customers.
• Answer CS Center Engineer questions, guide through difficult calls, diffuse angry customers, and handle complex issues.
• Lead team meetings, coach on processes, and set expectations for employees.
• Assist management in identifying trends and setting call center goals.
• Ensure staff meet service levels and take corrective action as needed.
• Prepare reports and analyze call data to improve efficiency and satisfaction.
• Take on tasks to support employees, other managers, and call center operations.
• Maintain daily attendance on site and approve timesheets within time windows.
• Assist in ensuring billing accuracy and timeliness for customers.
• Collaborate with Sales and Service Delivery to resolve conflicts.
• Lead workshops to design customer solutions and assist in costing services.
• Perform other duties as assigned and comply with policies.

Skills

Customer success leadership

Hiring & training

Call center analytics

ServiceNow

Multitasking under pressure

Customer service

Communication skills

Coaching

Management principles

Product knowledge

Decision making

Tech proficiency

Education

High School Diploma or GED

Bachelor’s degree or equivalent

Job description

NWN is a leading AI-powered technology solutions provider in North America, delivering modern technology platforms and services to public and private organizations. We are seeking a Customer Success Center Leader to hire, train, coach, and guide engineers in delivering exceptional customer support from a remote/home office setup.

The role involves analytics, process improvement, and cross-functional collaboration to ensure optimal service levels and customer satisfaction.