Senior Customer Success Leader - Data-Driven Retention

TXU Energy (Vistra Corp); Irving (TX); On-site; USD 95,000 - 135,000; Full time

Job summary

Vistra Retail Operations Company in Irving, TX seeks a Customer Success Manager to lead a large analytics-driven team focused on customer retention, experience, and margins. You will partner with third-party contact centers, oversee data analytics, and forecast lifecycle trends to drive strategic improvements.

You will collaborate with marketing and other functions to translate insights into actions that enhance the customer buying journey and business performance.

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

• 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

Data analytics

Data modeling

SQL

HANA

SAS

Snowflake

Excel

Tableau

Cross-functional collaboration

Education

College degree

Tools

SQL

HANA

SAS

Snowflake

Excel

Tableau

Job description

Vistra Retail Operations Company in Irving, TX seeks a Customer Success Manager to lead a large analytics-driven team focused on customer retention, experience, and margins. You will partner with third-party contact centers, oversee data analytics, and forecast lifecycle trends to drive strategic improvements.

You will collaborate with marketing and other functions to translate insights into actions that enhance the customer buying journey and business performance.