Customer Care Manager

MCG Energy Solutions, LLC is seeking a Customer Care Manager who will play a critical role in ensuring high customer satisfaction and fostering positive relationships with clients. The role involves managing the Customer Care team, analyzing metrics for optimization, leading process improvements, and collaborating with cross-functional teams to enhance customer experiences.

Responsibilities:

• Manage the Customer Care department to effectively meet the needs of the client, and serve in the retention and satisfaction of our customers. Ultimately responsible for serving our customers as needed
• Analyze Customer Care metrics, operational trends, and customer feedback to identify areas for optimization
• Lead initiatives related to process improvement, documentation standards, and tooling enhancements
• Build strong relationships with customers
• Participate in executive business reviews and strategic customer meetings when necessary
• Ensure consistent communication, transparency, and risk management across all client engagements
• Lead, mentor, and develop a high-performing Customer Care EPA team
• Establish clear goals, KPIs, performance expectations, and career development plans for team members
• Manage hiring, onboarding, workforce planning, and team capacity to support company growth targets
• Performance Management for all Customer Care EPAs, including preparing and delivery of annual performance reviews and as-needed performance management
• Work with the Customer Care team to identify new opportunities within current customers and coordinate with the Commercial team to execute on those opportunities
• Foster a customer-centric, accountable, and collaborative team culture
• Define and monitor departmental KPIs and SLAs
• Prepare operational reports and Care performance updates for executive leadership
• Manage departmental budgets, resource allocation, and forecasting
• Partner closely with Commercial, Delivery, Development, Support, and Finance teams to ensure seamless customer experiences
• Support handoff processes between Commercial, Delivery, and Customer Care teams
• Act as an escalation point for high-priority customer issues and executive-level stakeholder concerns
• Provide feedback to Product and Engineering teams regarding Customer Care challenges, feature gaps, and customer requirements

Requirements:

• Proven experience in Resource Management and Project Management
• Strong leadership and team management skills
• Excellent communication skills, both verbal and written
• Ability to analyze data and use insights to drive continuous improvement
• Strong problem-solving skills with a customer-first mindset
• Proficiency with HubSpot software and customer service tools
• Ability to work in a fast-paced environment and manage competing priorities
• Must be willing to represent the company in public forums and present a professional image in conduct and personal presentation
• Solid working knowledge of all products in the Microsoft Office suite
• 7+ years of proven hands-on experience working as a manager for software customer service, or as an MCG Energy Product Analyst
• Strong knowledge of the energy industry, including an understanding of industry trends, challenges, and regulatory requirements
• Strong knowledge of SaaS Client Support