Customer Care and Delivery Manager

SUMMARY:

The Customer Care and Delivery Manager plays a critical role in ensuring a high level of customer satisfaction and fostering positive relationships with our clients. They must have a passion for customer service, proven leadership skills, and the ability to drive performance improvements within a customer care team.

This position oversees the Customer Care and Delivery team, along with working with Product Managers, Application Support staff, and Customers to support the care and delivery needs of MCG clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage the Customer Care and Delivery department to effectively meet the needs of the client, and serve in the retention and satisfaction of our customers. Ultimately responsible for serving our customers as needed.

Customer Care Operations –
• Formalize Customer Care metrics
• Capture Customer Care metrics accurately
• Track on Customer Care metrics
• Regularly communicate results to executives, staff, and other involved team members
• Manage results accordingly

Delivery Operations
• Resource management and assignment to projects
• Tracking delivery project status for team members
• Escalating project risks to appropriate internal management
• Managing and mitigating project delivery risk
• Reporting delivery status, especially with regards to payment milestones, to executive management

Effectively manage the Customer Care and Delivery teams, working to expand their ability to serve customers. This includes providing training on industry topics as well as usage of MCG’s products. This role should provide timely responses to the team members, Project Managers, and Account Coordinators as it pertains to their efforts to address a time sensitive customer issue.

Work with the Customer Care team to identify new opportunities within current customers and coordinate with the Commercial Manager to execute on those opportunities.

Work with the Delivery team to identify interest and/or opportunities to introduce additional products, as well as to identify scope creep to manage project delivery risk.

Perform other duties as assigned by the executive leadership team.

QUALIFICATIONS:

This individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Skills:
• Proven experience in Resource Management.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to analyze data and use insights to drive continuous improvement.
• Strong problem-solving skills with a customer-first mindset.
• Proficiency with CRM software and customer service tools.
• Ability to work in a fast-paced environment and manage competing priorities.
• Must be willing to represent the company in public forums and present a professional image in conduct and personal presentation
• Solid working knowledge of all products in the Microsoft Office suite.

Preferred Qualifications: • Strong knowledge of the energy industry, including an understanding of industry trends, challenges, and regulatory requirements.

EXPERIENCE:

8+ years of proven hands on experience working as a Manager for customer service and/or product delivery departments, or as an MCG Energy Product Analyst.

SUPERVISORY RESPONSIBILITIES:

This position will supervise the EPA’s – Customer Care, Delivery and the Account Coordinators.

PHYSICAL DEMAND:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is required to sit, stand, walk, communicate with other employees, and work with computers. Specific vision abilities required by this job include close vision and the ability to adjust and focus.

WORK ENVIRONMENT:

Travel is expected as required by the need to be on site with a customer.

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.

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