Experienced Customer Success Manager - Remote Part-Time Customer Support Specialist for Leading Global Coffee Company

Introduction to Starbucks and Our Mission

At Starbucks, our mission is to inspire and nurture the human spirit - one person, one cup, and one neighborhood at a time. As a global leader in the coffee industry, we strive to create a positive impact on our customers, employees, and the communities we serve. Our team of technologists plays a vital role in achieving this mission by leveraging cutting-edge technology to deliver innovative solutions that enhance the customer experience, drive business growth, and foster meaningful connections.

Job Overview and Responsibilities

We are seeking an experienced Customer Success Manager to join our team as a part-time remote customer support specialist. As a key member of our team, you will be responsible for driving the success of our customers by providing exceptional support, resolving issues, and delivering personalized solutions that meet their needs. Your primary focus will be on ensuring the seamless execution of our marketing and personalization technology, collaborating with cross-functional teams, and identifying opportunities for growth and improvement.

Key Responsibilities:

• Manage product planning and development through daily collaboration and decision-making with a cross-functional team, including designers, engineers, and business stakeholders
• Translate customer experience into technical requirements and product solutions
• Drive technical solutions for large features/complex elements independently
• Develop information streams and functional and technical specifications on a case-by-case basis
• Define the acceptance criteria for product features and ensure that they meet customer and business objectives
• Collaborate with engineers, QA, and other stakeholders to align on product development and delivery
• Perform validation of features against customer and business objectives and acceptance criteria
• Identify technical trade-offs, raise opportunities, and manage mitigation in collaboration with neighboring technology teams
• Communicate effectively with technology and business teams to drive results
• Mentor and guide team members on technical product management skills
• Define product performance and effectiveness metrics that measure and benchmark product success
• Monitor feature performance to identify opportunities for continuous improvement

Required Qualifications, Skills, and Abilities

To be successful in this role, you will need to possess a unique combination of technical expertise, business acumen, and interpersonal skills. The following qualifications, skills, and abilities are required:

Leadership and Communication:

• Lead by example, with confidence, a positive attitude, patience, authenticity, and integrity, and a strong sense of accountability
• Ability to "read the room" and navigate complex political landscapes effectively
• Excellent written and verbal communication skills, with the ability to articulate complex technical concepts in a clear and concise manner
• Strong service skills, with a focus on delivering exceptional customer experiences
• Ability to set expectations and hold team members accountable for their responsibilities
• Drive a culture that favors collaboration and compromise over consensus-building

Technical Expertise and Learning Agility:

• Comprehensive understanding of IT program and portfolio management practices
• Master-level knowledge of standards and best practices for IT operations and program lifecycle management activities and expectations
• Clear understanding of project technical activities, including arrangement analysis and design, project, application, and infrastructure architecture, systems integration, data conversion and migration, environment management and build processes, and network planning and execution
• Proficiency in MS Project (Project Server) and at least one program portfolio management tool, such as MS Project Portfolio Management (PPM)
• Advanced skills in the MS Office Product Suite, particularly Word, Excel, and PowerPoint

Career Growth Opportunities and Learning Benefits

At Starbucks, we are committed to the growth and development of our employees. As a Customer Success Manager, you will have access to a range of learning and development opportunities, including:

• Comprehensive training programs to enhance your technical and business skills
• Mentorship and coaching from experienced leaders and subject matter experts
• Opportunities for career advancement and professional growth within the company
• Access to a range of tools and resources to support your ongoing learning and development

Work Environment and Company Culture

At Starbucks, we pride ourselves on our unique and inclusive company culture. As a remote part-time customer support specialist, you will be part of a dynamic and diverse team that values collaboration, creativity, and mutual respect. Our work environment is characterized by:

• A culture of inclusivity, diversity, and belonging
• A focus on innovation, creativity, and continuous improvement
• A commitment to social responsibility and environmental sustainability
• A range of employee benefits and perks, including comprehensive health insurance, 401(k) matching, and paid time off

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a hourly rate of $25-$35 per hour, depending on experience. In addition to your hourly rate, you will also be eligible for a range of benefits and perks, including:

• Comprehensive health insurance, including medical, dental, and vision coverage
• 401(k) matching and retirement savings plan
• Paid time off, including vacation days, sick leave, and holidays
• Access to a range of employee discounts and perks, including free coffee and food

Conclusion and Call to Action

If you are a motivated and experienced customer success manager looking for a new challenge, we encourage you to apply for this exciting opportunity. As a part-time remote customer support specialist, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic team and contribute to the success of our company. Apply now and take the first step towards an exciting and rewarding career with Starbucks!