Job Summary
The Customer Success Manager will lead a team that plays a substantial role in meeting Vistra Retail customer retention, customer experience and unit margin targets. They will strategically lead efforts with our third-party contact centers to maximize performance among 200+ Customer Success team members. Oversee data analytic activities that measure and forecast customer lifecycle trends. Partner with cross functional teams to identify areas to improve customer retention and create Formula Won experiences.

Job Description

Key Accountabilities
• 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.

Education, Experience & Skill Requirements
• 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
• Experience gained through college degree programs is applicable to the above referenced skills and experience

Key Metrics
• Customer counts growth
• Customer experience
• Unit margin

Job Family
Marketing

Company
Vistra Retail Operations Company

Locations
Irving, Texas

Texas