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Manager, Customer Success

Job Title
Manager, Customer Success
Position ID
27628074
Location
The Woodlands,  TX 77380
Other Location
Description
Job Description Summary
The New Energies group in Shell is focused on leading in the energy transition towards a low-carbon future through power / electrification, supporting our aim to power progress together through more and cleaner energy solutions. MP2 is an integral part of Shell’s global New Energy organization and with a mission to guide customers toward a better energy future, by enabling customer choice and by providing market-leading energy solutions.
The Manager, Customer Success, will report to the Sr Manager, Business Process and CX, and is a key position on the MP2 Energy management team. This position has responsibility for managing and responding to all compliance and escalation issues. This position will liaison with Regulatory and all responsive teams to research and respond to escalations and complaints. In addition, this position is responsible for developing summary recommendations for process improvement or upcoming change needs related to overall compliance. The position will liaison with external partners to stay abreast of upcoming Compliance impacts. The Manager, Compliance provides a framework for managing process improvements and building a roadmap utilizing data and growth objectives for continual improvements positively impacting employee and customer experience.

Job Duties and Responsibilities:
• Primarily responsible for gathering all relevant transactions and interactions related to customer
  escalations received via Regulatory, Office of the President, social media or other escalation paths
• Responsible for determining root cause issues, response and development needs related to
  compliance and escalation.
• Responsible for providing the Regulatory and Legal team with all relevant data for official response.
• Create summary reviews and conduct periodic reviews with the executive leadership team with
  recommended policy, procedures and training need.
• Analyze trends and metrics in partnership with Operations, Marketing, Sales, and other teams to
  develop solutions, programs and policy changes.
• Actively participate in the development of new or review of existing Call Center training materials to
  ensure training covers related compliance touch points.
• Provide recommendations and guidance to advance Shell core values and customer experience focus.
• Support call center and operations development with direct feedback and training sessions.
• Support the ongoing development of customer engagement and customer loyalty strategies with
  appropriate recommendations.
• Establish and maintain partner relationships with relevant utility and regulatory bodies and share
  impactful changes and training/change recommendations.

Competencies & Attributes for Success in this Role:
• Critical/Analytical Thinking
• Root Cause Analysis/Forensic Research
• Strong Writing Skill
• Collaborative
• Marketing/PR experience
• Strong Customer Communications Skills
• Highly Motivated
• Positive Attitude
• Quick Learner

Essential Functions:
Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
• Ability to access, input, and retrieve information from a computer and/or electronic device
• Ability to have face to face conversations co-workers and higher-level manager
• Ability to sit or stand for long periods of time and move around work environment as needed
• Comply with company policies and procedures

Requirements:
• Bachelor’s degree in business, marketing or operations
• 5+ years of experience, 2+ years in regulatory or operations. Specific experience in retail energy B2C is a plus
• Experience with proven results in the Retail Energy sector.
• Strong leader with exceptional coaching and development skills
• Strong interpersonal, analytical and time management skills
• Strong business writing skills and experience developing correspondence in a variety of formats
• Ability to multi-task, problem solve and articulate thoughts and concepts well
• Dedication to a premier customer experience
• Intermediate experience in MS Office Suites and MS Excel
• Ability to operate in a fluid environment.
• Self-starter, but also a team player, collaborating on decisions and taking actions to drive the best outcomes.
• Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards
• Experience with ESG, P2C and/or Excelergy (RevenueManager) billing platforms is a plus
• Knowledge in SalesForce ServiceCloud and Amazon Connect technology is a plus

Benefits of Working with MP2 Energy:
• Competitive Compensation
• Health Care - Medical/Dental/Vision/Prescription Drug Coverage
• 401(k) with Company Matching Contributions
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Disability Programs (STD & LTD)
• Employee Basic Term Life Insurance
• Vacation & Company Holidays
• Tuition Reimbursement

*Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.