Customer Success Manager
SamaSalary not specified
Full Time
Entry Level & New Grad
[Remote] Customer Service Manager at Research Innovations
Salt Lake City, Utah, United States
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Energy, Clean EnergyIndustries
Requirements
- 4+ years supervisors experience (can include management of direct reports, team goals, group delivery)
- 3+ years Project/Program management experience
- 2+ years experience implementing/planning technology solutions to achieve efficiency within an organization
- 2+ years direct interface with clients (can be in a business development, program implementation or account management setting
- Intermediate to Advanced Microsoft Excel skills (pivot tables, LookUps, Index/Match, Charts/Graphs)
- 2+ years experience with call center technologies (IVR, call routing, call tracking, WFO)
- 2+ years experience with processing/fulfillment technologies (Oracle, iEnergy or equivalent)
- Proven experience establishing large scale culture initiatives
- Proven experience establishing large scale performance measurements that translate to expansion of services with existing clients or the acquisition of new clients
- Interest in sustainability and passionate about making a meaningful impact on the environment
Responsibilities
- Responsible for tracking and problem-solving overall program deliverables, schedules and milestones for rebate fulfillment and customer service delivery programs across multiple utilities
- Ensures all processing queues meet 1 day processing expectation
- Ensures all customer service queues meet 95% service level expectations
- Coordinates overall processing between intake of applications, processing, batching, incentive-fulfillment, and fulfillment follow-up
- Serves as the client facing point of contact for assigned programs and during major performance remediations, including strategy and resolution of remediation steps
- Identifies and implements process improvements
- Leads problem resolution activities, including working with colleagues and across teams
- Analyzes and identifies required staffing and attrition impacts to ensure that all department KPIs are met and within established budgets
- Nurtures and strengthens the culture within the Client Services team, including recognition, accountability, and development programs
- Ensures technologies enhance and improve overall service offerings
- Partners with Account Management, Reporting, Recruiting, Training and Continuous Improvement teams
- Supports and develops Project Analysts through leadership training, performance management, professional development
- Other duties as assigned
Skills
Customer Service
Problem-solving
Communication
Planning
People Management
Process Improvement
Research Innovations
Develops technology for national security solutions
About Research Innovations
Research Innovations Inc. specializes in technology solutions for national security. The company develops and implements advanced security technologies tailored to the specific needs of government agencies and defense organizations, including military and intelligence branches. Their approach combines the expertise of operational specialists with technologists to create effective solutions that enhance security measures. Unlike many competitors, RII focuses on strong partnerships with government entities, ensuring that their products are customized and relevant to current operational challenges. The goal of Research Innovations is to drive digital transformation in national security, contributing to the safety and security of the nation through innovative technology.
Alexandria, VirginiaHeadquarters
2009Year Founded
VENTURE_UNKNOWNCompany Stage
Government & Public Sector, DefenseIndustries
201-500Employees
Benefits
Health Insurance
Flexible Work Hours
Paid Vacation
401(k) Company Match
Paid Parental Leave
Wellness Program
Risks
RII faces competition from emerging AI startups in the national security sector.
Over-reliance on government contracts poses financial risks for RII.
Rapid tech advancements may challenge RII's platform integration capabilities.
Differentiation
RII specializes in national security technology with strong government partnerships.
PRIISM platform offers advanced AI-driven analytics for decision-making in defense missions.
RII combines operational expertise with technological skills for bespoke security solutions.
Upsides
Increased demand for AI-driven tools boosts RII's market potential.
PRIISM's awardable status enhances RII's credibility in the defense sector.
RII's rapid revenue growth indicates strong business performance.
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