Job Opportunities in United States
November 7, 2024
Texas Excavation Safety System Inc
Customer Success Manager
Classification
Exempt
Reports to
Director of Operations
Summary/Objective
The Customer Success Manager (CSM) is responsible for ensuring Texas811 delivers the highest quality damage prevention experience in the industry. This role focuses on maintaining and improving customer success and satisfaction for individuals who create or receive tickets within Texas811s systems, whether they are internal or external users. The CSM utilizes data and insights to drive a continuous improvement feedback loop, with a strong emphasis on training and development to enhance service delivery. The Customer Success Manager (CSM) is responsible for ensuring Texas811 delivers exceptional damage prevention services centered around accuracy, alignment, consistency, customer experience, efficiency, and precision.
These objectives will be achieved through effective collaboration, clear and consistent communication, and the frequent creation and delivery of impactful content. Quality assurance measures and continuous evaluation processes will be implemented to assess and enhance the effectiveness of Texas811s training programs, ensuring updates are aligned with focused improvement goals. This role also entails developing and executing strategic initiatives to uphold and enhance existing policies, leveraging data and trends to drive informed decisions, and proposing policy updates using a Systems Thinking approach for optimal results.
Direct Reports
Quality Assurance Manager, Customized Solutions Operations Manager, Training Manager, & Stakeholder Support Team managers & specialists.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Travel
This position requires the ability to conduct business travel as needed; which may include frequent travel outside the local area and overnight.
Work Environment
This job operates primarily in a professional office environment that can be both on site and remote. This role routinely uses standard office equipment such as computers, phones, photocopiers, web cameras and virtual meeting software.
Required Education and Experience
Physical Demands/ADA Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Exempt
Reports to
Director of Operations
Summary/Objective
The Customer Success Manager (CSM) is responsible for ensuring Texas811 delivers the highest quality damage prevention experience in the industry. This role focuses on maintaining and improving customer success and satisfaction for individuals who create or receive tickets within Texas811s systems, whether they are internal or external users. The CSM utilizes data and insights to drive a continuous improvement feedback loop, with a strong emphasis on training and development to enhance service delivery. The Customer Success Manager (CSM) is responsible for ensuring Texas811 delivers exceptional damage prevention services centered around accuracy, alignment, consistency, customer experience, efficiency, and precision.
These objectives will be achieved through effective collaboration, clear and consistent communication, and the frequent creation and delivery of impactful content. Quality assurance measures and continuous evaluation processes will be implemented to assess and enhance the effectiveness of Texas811s training programs, ensuring updates are aligned with focused improvement goals. This role also entails developing and executing strategic initiatives to uphold and enhance existing policies, leveraging data and trends to drive informed decisions, and proposing policy updates using a Systems Thinking approach for optimal results.
Direct Reports
Quality Assurance Manager, Customized Solutions Operations Manager, Training Manager, & Stakeholder Support Team managers & specialists.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Develop and implement comprehensive training programs focused on accuracy, consistency, efficiency, and an exceptional customer experience.
- Utilize data-driven insights to evaluate training effectiveness, identify areas for improvement, and ensure continuous learning and development.
- Oversee Profit and Loss (P&L) for assigned departments, ensuring profitability of ancillary services while managing costs effectively.
- Collaborate with cross-functional teams to drive content creation and deliver frequent updates that support organizational objectives.
- Establish and maintain quality assurance measures and processes to evaluate the effectiveness of training programs and implement focused improvement initiatives.
- Propose updates to existing policies and processes using a Systems Thinking approach, ensuring alignment with Texas811s goals and industry standards.
- Foster a culture of continuous improvement through proactive communication, effective collaboration, and the delivery of impactful training content.
- Maintain strong relationships with stakeholders, ensuring alignment and satisfaction with Texas811s services.
- Due to the responsibilities of this position, the role requires full participation in Business Agility, and all related events. Given the importance of this role, opting out is not an option, as active involvement is critical for driving responsiveness, adaptability, and continuous improvement across the organization.
- Leadership and Influence: Ability to inspire and guide teams toward continuous improvement.
- Data-Driven Decision Making: Skilled in using metrics to inform strategies and training enhancements.
- Strong organizational and problem-solving skills
- Self-directed to succeed in a changing environment
- Strategic thinking
- Collaboration: Works effectively across departments to achieve common goals and improve processes.
- Communication: Strong verbal and written communication skills for effective content delivery and stakeholder engagement.
- Systems Thinking orientation
Travel
This position requires the ability to conduct business travel as needed; which may include frequent travel outside the local area and overnight.
Work Environment
This job operates primarily in a professional office environment that can be both on site and remote. This role routinely uses standard office equipment such as computers, phones, photocopiers, web cameras and virtual meeting software.
Required Education and Experience
- 3-5 years management experience
- Bachelors degree in business, Education, Management, or a related field (or equivalent experience)
- Strong analytical skills with the ability to interpret data and drive strategic decisions.
- Proficient knowledge of all Texas811 states and data input systems
- Excellent communication, collaboration, and project management skills.
- Familiarity with Systems Thinking and process improvement methodologies preferred.
Physical Demands/ADA Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; and individuals may need to sit or stand for long periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities; duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
We regret to inform you that this job opportunity is no longer available
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