Program Manager-Customer Success in Work From Home at Windstream

Date Posted: 1/4/2022

Job Snapshot

Job Description

Job ID:21006677

Program Manager – Customer Success is a strategic position working alongside the President of Customer Success in establishing, executing, monitoring, and improving programs, procedures and knowledge sustainment in their team. The ideal candidate has very strong analytical skills, and expertise in the domains of Customer Success, Customer Onboarding, Customer Education and Customer Experience. The position requires experience with cross-organization programs and will drive execution of strategy for maximizing the results and capabilities across the Customer Success team.

As a Customer Success Program Manager, you will support teams in the creation of lasting solutions that affect customers’ experience within all functional areas. You will oversee cross-team and cross-vertical projects, represent the team through shared performance measurement and reporting, and champion a continuous improvement mindset within the team. You will feed insights back into the business by identifying trends and driving initiatives that systematically improve the internal and external customer experience.

In this role, you will:

  • Collaborate with cross-functional teams to create the best customer journey and overall experience
  • Utilize analytics to create issue-to-solution reactive and predictive model for customer journey (Quote to Cash to Support)
  • Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization
  • Drive process improvement initiatives within each functional area tied to delivery of client solution
  • Work with cross-functional partners to identify and implement optimal solutions in the areas identified
  • Engage with internal partners (Product, Sales, Sales Support, Service Delivery, Customer Success, etc.) to ensure WE Customer Experience is optimized

Responsibilities:

  • Partner with internal teams to own and drive effective management to drive optimal design customer experience, through seamless transitions between operational team.
  • Consistently pull data (daily/monthly) to identify trends; adjusting process accordingly to meet targeted deliverable timeframes.
  • Use data and business partner feedback to identify optimization opportunities that improve the experience or process efficiency, reduce, or remove cost, business, or compliance risk.
  • Build deep subject matter expertise in your capability to enable - optimal end to end process design with current and complete documentation covering process and related controls or metrics; effective support for escalations and issues, identification of root cause and final remediation; collaboration with internal teams to maintain support and to drive standardization.
  • Participate in the implementation of applicable quality management practices to identify, analyze, and evaluate internal and external processes and performance metrics for customer impacting activities. Interface directly with Internal customers to continually understand customer experience needs and enhancements.
  • Develop and maintain superior client relationship communication, management, and partnership.
  • Analyze customer issues, problems, and call center trends and recommend call resolution actions and steps.
  • Participate in weekly organization leadership meetings and quarterly feedback reviews.

Skills:

  • Great interpersonal skills are essential to be able to engage with your teams and stakeholders effectively.
  • Being accountable and responsible for your operations performance and that the desired business outcomes are being achieved.
  • Being very well organized and numbers driven. You will have multiple campaigns open at the same time across different parts of your operation.
  • Compassion for the customer and the customer experience. Responsibility for improving the end-to-end customer experience by engaging with and influencing peers across other business functions.
  • Creating employee engagement strategies and devising metrics.

Job Requirements

Requirements:

  • College degree and 8 years professional level experience; or 12 years professional level related experience; or an equivalent combination of education and professional level related experience required.
  • Previous sales / sales support and customer success experience required.
  • Demonstrated fluency in Microsoft Office products, (Excel, Word, Visio, Power Point, Access, etc)
  • General knowledge of the Telecommunication or IT industry and leading products and “quote to cash to support” experience strongly preferred.



EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.