Manager Customer Success

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
We are seeking a dynamic and experienced People Manager to lead our Customer Success Business Development Management Team focused on broadband customer retention. In this role, you will be responsible for managing a team of dedicated customer success employees, implementing strategies to enhance customer satisfaction, and improving retention rates. The ideal candidate will have a proven track record in customer success management, strong leadership skills, and a deep understanding of the broadband industry.
Responsibilities
• Leadership and Team Management: Lead, mentor, and develop a team of customer success employees, fostering a positive and collaborative work environment.• Customer Retention Strategies: Develop and implement effective retention strategies to reduce churn and enhance customer loyalty.• Performance Monitoring: Monitor team performance through key metrics and KPIs, providing regular feedback and coaching to ensure continuous improvement.• Customer Relationship Management: Build and maintain strong relationships with key customers, addressing their needs and concerns promptly and effectively.• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance the customer experience.• Collaboration: Work closely with cross-functional teams, including sales, marketing, and product development, to align customer success initiatives with overall business goals.• Reporting: Prepare and present regular reports on team performance, customer feedback, and retention rates to senior management.
Qualifications
• Experience: Minimum of 5 years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role.• Industry Knowledge: Strong understanding of the broadband industry and its customer dynamics.• Leadership Skills: Proven ability to lead and inspire a team, with excellent interpersonal and communication skills.• Analytical Skills: Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.• Customer-Centric: Passionate about delivering exceptional customer service and driving customer success.• Education: Bachelor's degree in business, marketing, communications, or a related field. A master's degree is a plus.
Preferred Experience • 5+ years customer facing interaction and problem-solving experience preferred.• Past team leadership experience preferred.
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
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Nearest Major Market: Tyler