Job Grade: G - 23
Salary Compensation: $58,596.01 - $78,092.30
General Description and Classification Standards
Under the direction of the Deputy Commissioner the Customer Success Manager assists with combining the City’s goals and customer’s goals to form a cohesive, data-led, and customer-centric process by adding value to customer relationships and driving outcomes focusing on customer loyalty and retention, and customer satisfaction, while supporting and building strong relationships with customers to understand their needs.
This ideal candidate for this position must have customer-first mindset and a proven organizational skill capable of understanding ATL311 customer’s base and focusing on solving long-term needs. The Customer Success Manager will work with customers to ensure they are receiving the tools and support needed to achieve their goals when submitting a service request. The Customer Success Manager is responsible for communicating customers’ behaviors to the Department of Customer Service’s Leadership Team and City departments through regular reporting with an emphasis on quantitative data.
Supervision Received
Works independently and attends regular meetings with senior management, mid-level management, and staff and this may include meetings with executive leadership and elected officials. Routinely collaborates with managers, directors, and senior leadership to accomplish common goals and initiatives. Direction received is very general and focuses on end results and is typically collaborative in nature. Position plans own work and project schedules and sequences.