Customer Success Manager

The Customer Success Manager is key in overseeing the daily operations of the Customer Success team, ensuring both productivity and service quality. They build strong relationships across the company and are accountable for meeting targets in NPS, Google reviews, productivity, and customer retention. Additionally, they manage BBB complaints, contract disputes, and customer billing inquiries.

The main focus is to uphold high service standards while fostering teamwork, collaboration, and continuous improvement. The Customer Success Manager also independently identifies opportunities for efficiency and process improvements.

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Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well capitalized company looking to grow organically, geographically and by acquisition.

People Management

• Lead and guide team leads and staff daily with technical expertise, direction, training, and motivation.

• Foster positive relationships and ensure open, timely communication with the Customer Success team; resolve issues and provide performance feedback.

• Work with team leads to deliver ongoing performance coaching and training for the Customer Success team.

• Set priorities, benchmarks, and goals, and delegate tasks appropriately to ensure timely completion.

• Execute responsibilities in alignment with organizational policies and relevant laws, including interviewing, hiring, training, scheduling, assigning tasks, appraising performance, and addressing complaints.

• Continuously evaluate task management and headcount needs.

Customer Service Centric

• Monitor employee interactions with customers to ensure a "WOW" experience and adherence to policies and regulations.

• Act as the "Voice of the Customer" within and outside of Vista Services.

• Address and resolve BBB complaints and implement preventive measures and policies.

• Track Google reviews and Net Promoter Score to gauge customer satisfaction.

• Follow up with customers who have provided negative reviews to drive improvements.

• Assist customers and manage customer interactions as needed.

• Oversee and resolve escalated complaints, ensuring proper resolution and follow-up.

Team Player

• Collaborate with all other teams to understand business needs and drive positive changes with a customer-centric approach.

• Maintain strong customer service relationships with both internal and external stakeholders.

• Work together with cross-functional departments.

• Demonstrate and reinforce company values in all aspects of leadership, ensuring that team members embody these principles in their work and interactions

Reporting & Measurement

• Develop action plans and proposals to address issues.

• Report on items like but not limited to call volumes, call handle times, abandoned calls, voicemail percentages, and email backlogs.

• Make data-driven decisions for process improvements based on customer and employee feedback.

• Assist in creating, evaluating, and implementing new processes to enhance customer experience, reduce costs, and streamline work.

• Conduct and manage quality audits of customer interactions by representatives.

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• Undergraduate degree or equivalent with over 5 years relevant work experience.  

• Familiar with call center metrics and reporting.

• Sound knowledge of process management, business and operational functions including financial solutions and concepts.

• Proficient in software tools including MS Office and internet applications.

• Tactful and diplomatic communicator, able to exchange ideas and information with customers, partners and management in a concise and logical way.

• A go-getter with strong organizational, planning and time management skills.

• A dynamic leader with strong influential skills to work expertly with customers and employees in a time sensitive work environment.

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• Management Skills - Superior at managing teamwork-flow to ensure productivity and efficiency by matching responsibilities to strengths of each team member.

• Interpersonal Skills – Strong ability to communicate with prospective clients and teammates. Has a pleasant, patient and friendly attitude.

• Problem Solving Skills - Effective problem-solving skills that lead to innovative solutions.

• Initiative – The ability to foresee opportunities and act on them, rather than passively accepting what is.

• Negotiation Skills - Strong ability to balance the needs of the customer with the needs of the company providing flexibility for optimal results.

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