Customer Solutions Manager

Application Deadline: 16 May 2025

Department: Operations - Management(OPS002)

Employment Type: Full Time

Location: L21093500_4224 Elgin St

Reporting To: Senior Operations Manager

Compensation: $55,000 - $58,000 / year

Description

The Customer Solutions Manager (CSM) is responsible for ensuring customer satisfaction by providing tailored solutions, managing client relationships, and driving business growth. The role involves understanding customer needs, coordinating with internal teams, and ensuring timely resolution of issues to enhance overall customer experience. This role will be overseeing a team of up to 6 members.
Location: University of Houston

Key Responsibilities

1.   Customer Relationship Management:

• Act as the primary point of contact for customers, ensuring a seamless experience.
• Build and maintain strong, long-term customer relationships.
• Conduct regular check-ins and performance reviews with clients.

2.   Solution Development & Delivery:

• Understand customer challenges and provide customized solutions.
• Collaborate with product sales and technical teams to address customer needs.
• Ensure timely resolution of customer issues by coordinating with the appropriate departments.

3.   Customer Success & Retention:

• Drive customer satisfaction by proactively addressing concerns and opportunities.
• Identify upselling and cross-sell opportunities to maximize customer value.
• Monitor customer engagement and ensure successful adoption of products/services.

4.   Process Improvement & Strategy:

• Gather customer feedback to inform product/service improvements.
• Develop and refine best practices for customer engagement.
• Work closely with leadership to enhance customer experience strategies.

5.   Reporting & Analytics:

• Track customer metrics (e.g., satisfaction scores, churn rates, usage trends).
• Provide regular reports on customer interactions, trends, and challenges.
• Use data to identify areas for improvement and drive business decisions.

Skills, Knowledge and Expertise

• 3+ years of experience in customer success, account management, or a related role.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple employees and prioritize tasks effectively.
• Familiarity with CRM software (e.g., T2 Flex, Genesys ) is a plus.
• Customer-centric mindset with a focus on relationship building.
• Valid driver's license
• Proficient Microsoft Office Suite (Word, Excel, Outlook)

Benefits

Join our team and enjoy an outstanding benefits package, including:


Generous Paid Time Off: Enjoy 20 days of paid time off, plus 8 paid holidays, so you can rest and recharge.

Comprehensive Health Plans: Access top-notch Medical, Dental, and Vision coverage for you and your family.

Life and Disability Insurance: Company paid basic life and Short-Term Disability to secure your future with essential protection for you and additional options for your loved ones.

401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement.

Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members.

Parental and Caregiver Leave: Enjoy time off to support your growing family or care for loved ones