Customer Success Manager
Department SummaryDISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry.
Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves.
We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.
S.
corporations in the process, and grew to be the fourth-largest pay-TV provider.
We also pioneered the first live, internet-delivered TV service Sling TV that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.
Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.
We are driven by curiosity, pride, adventure, and a desire to win its in our DNA.
Were looking for people with boundless energy, intelligence, and an overwhelming need to achieve and to join our team as we embark on the next chapter of our story.
Opportunity is here.
We are DISH.
Job Duties and ResponsibilitiesDISH is seeking a strongly motivated Customer Success Manager to drive operational strategy within the Customer Experience Wireless Skill Management department.
Our Wireless Skill Management team acts as Business Managers for thousands of agents, strategically defining skills, processes, and tool usage to improve the customer experience.
The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line teams have the resources to be successful while interacting with our customers.
Key
Responsibilities:
The Customer Success Manager is responsible for the strategy, program management, and success of our Dish Wireless program.
This role will focus on understanding call drivers and our resolution rates for various customers in addition to managing our new initiatives on our Dish Wireless network.
The role will work cross functionally with several departments across the organization including IT, Field Operations, and business partners in the Retail Wireless organization.
Skills, Experience and RequirementsEducation and
Experience:
Bachelor's degree from four-year college or university; or three years related experience and/or training; and two plus years of experience; or equivalent combination of education and experienceSkills and
Qualifications:
Manages and coordinates the launch, success, and optimization of multiple wireless projects and initiatives on our new network Develops strategies and best practices to support and improve our wireless support agents and processes Partners with application and content teams to improve efficiency and effectiveness of wireless agent resources Design and implement strategies to develop a best in class customer experience Provide regular reporting of statuses of our new launches and initiatives, agent metrics, with takeaways, impacts, and potential next step projects identified Establish effective project communication plans to provide weekly updates to CXO and wireless executive teams Ability to learn quickly, prioritize and work under pressure, and adapt to a rapidly changing environment and demonstrate a sense of urgency Excel in managing multiple projects at any given time Strong executive-level communication (listening, written, verbal, presentation) Experience leading major strategic, cross-functional initiatives within large organizations Proven ability to solve problems creatively and resourcefully Sharp attention to detail is a must; high personal standards for quality and thoroughness Some travel, domestic and international, is required Work Attire:
Business Casual Salary Range Compensation:
$65,800.
00/Year - $94,000.
00/Year Compensation and BenefitsWe also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here:
DISH Benefits.
The base pay range shown is a guideline.
Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
Recommended Skills Attention To Detail Communication Curiosity Customer Experience Metrics Presentations Estimated Salary: $20 to $28 per hour based on qualifications.
Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves.
We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.
S.
corporations in the process, and grew to be the fourth-largest pay-TV provider.
We also pioneered the first live, internet-delivered TV service Sling TV that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.
Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.
We are driven by curiosity, pride, adventure, and a desire to win its in our DNA.
Were looking for people with boundless energy, intelligence, and an overwhelming need to achieve and to join our team as we embark on the next chapter of our story.
Opportunity is here.
We are DISH.
Job Duties and ResponsibilitiesDISH is seeking a strongly motivated Customer Success Manager to drive operational strategy within the Customer Experience Wireless Skill Management department.
Our Wireless Skill Management team acts as Business Managers for thousands of agents, strategically defining skills, processes, and tool usage to improve the customer experience.
The team lives at the junction of meeting the needs of a variety of business partners, coordinating execution with internal teams and ensuring our front-line teams have the resources to be successful while interacting with our customers.
Key
Responsibilities:
The Customer Success Manager is responsible for the strategy, program management, and success of our Dish Wireless program.
This role will focus on understanding call drivers and our resolution rates for various customers in addition to managing our new initiatives on our Dish Wireless network.
The role will work cross functionally with several departments across the organization including IT, Field Operations, and business partners in the Retail Wireless organization.
Skills, Experience and RequirementsEducation and
Experience:
Bachelor's degree from four-year college or university; or three years related experience and/or training; and two plus years of experience; or equivalent combination of education and experienceSkills and
Qualifications:
Manages and coordinates the launch, success, and optimization of multiple wireless projects and initiatives on our new network Develops strategies and best practices to support and improve our wireless support agents and processes Partners with application and content teams to improve efficiency and effectiveness of wireless agent resources Design and implement strategies to develop a best in class customer experience Provide regular reporting of statuses of our new launches and initiatives, agent metrics, with takeaways, impacts, and potential next step projects identified Establish effective project communication plans to provide weekly updates to CXO and wireless executive teams Ability to learn quickly, prioritize and work under pressure, and adapt to a rapidly changing environment and demonstrate a sense of urgency Excel in managing multiple projects at any given time Strong executive-level communication (listening, written, verbal, presentation) Experience leading major strategic, cross-functional initiatives within large organizations Proven ability to solve problems creatively and resourcefully Sharp attention to detail is a must; high personal standards for quality and thoroughness Some travel, domestic and international, is required Work Attire:
Business Casual Salary Range Compensation:
$65,800.
00/Year - $94,000.
00/Year Compensation and BenefitsWe also offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here:
DISH Benefits.
The base pay range shown is a guideline.
Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.
Recommended Skills Attention To Detail Communication Curiosity Customer Experience Metrics Presentations Estimated Salary: $20 to $28 per hour based on qualifications.
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