What does a customer solutions manager do?
Customer Solutions Managers oversee the team in charge of customer concerns. They manage employees who take calls and address customer feedback and concerns. They create spiels for customer service representatives. They train their employees to ensure that the employees can mitigate customer concerns. Customer Solutions Managers analyze reports on common issues customers may encounter. They include the usual problems as well as the feedback that they receive. They use these reports to identify new ways to address challenges. They create solutions to ensure that there would be fewer complaints from customers.
Customer solutions manager responsibilities
Here are examples of responsibilities from real customer solutions manager resumes:
- Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
- Help facilitate new CRM system in the call center.
- Provide strategy to clients in order to help them earn a good ROI retaining their customers.
- Improve under-utilized and outdate CRM system to increase company communications to target accounts.
- Contact customers local service manager to gather information on customer frequency to dealership for purchase, maintenance or repair.
- Assess the company's ACD and IVR capabilities and recommend efficiency improving enhancements to replace outdate technology.
Customer solutions manager skills and personality traits
We calculated that 22% of Customer Solutions Managers are proficient in Customer Service, Customer Solutions, and Project Management. They’re also known for soft skills such as Analytical skills, Communication skills, and Customer-service skills.
We break down the percentage of Customer Solutions Managers that have these skills listed on their resume here:
- Customer Service, 22%
Created and implemented strategies that improved metrics and ensured a high quality customer service experience.
- Customer Solutions, 19%
Implemented two incentive programs for all Customer Solutions Representatives, based on criteria determined by the Customer Solutions management team.
- Project Management, 12%
Manage services delivery and associated project management for Network Security Physical Security, and Wireless services engagements.
- CSM, 11%
Trained and develop the CSM (Sales Managers) Team for the market.
- Process Improvement, 4%
Interfaced with senior management on a regular base to ensure quality customer support and process improvement.
- Logistics, 3%
Executed and updated forecasting, market analysis, product and customer development, order management, and logistics.
"customer service," "customer solutions," and "project management" are among the most common skills that customer solutions managers use at work. You can find even more customer solutions manager responsibilities below, including:
Analytical skills. One of the key soft skills for a customer solutions manager to have is analytical skills. You can see how this relates to what customer solutions managers do because "sales managers must collect and interpret complex data to target the most promising geographic areas and demographic groups, and determine the most effective sales strategies." Additionally, a customer solutions manager resume shows how customer solutions managers use analytical skills: "subject matter expert for healthcare; provided overall direction to crm practice through market analysis. "
Communication skills. Many customer solutions manager duties rely on communication skills. "sales managers need to work with colleagues and customers, so they must be able to communicate clearly.," so a customer solutions manager will need this skill often in their role. This resume example is just one of many ways customer solutions manager responsibilities rely on communication skills: "collaborate with other store management to ensure the delivery of high impact communication and customer solutions. "
Customer-service skills. This is an important skill for customer solutions managers to perform their duties. For an example of how customer solutions manager responsibilities depend on this skill, consider that "when helping to make a sale, sales managers must listen and respond to the customer’s needs." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a customer solutions manager: "selected through the restructure process to execute high level customer interaction training and coaching as the csm store 153. ".
Leadership skills. For certain customer solutions manager responsibilities to be completed, the job requires competence in "leadership skills." The day-to-day duties of a customer solutions manager rely on this skill, as "sales managers must be able to evaluate how their sales staff performs and must develop strategies for meeting sales goals." For example, this snippet was taken directly from a resume about how this skill applies to what customer solutions managers do: "provided department and project leadership and escalation of issues to executive-level management as appropriate. "
The three companies that hire the most customer solutions managers are:
- Amazon233 customer solutions managers jobs
- Ernst & Young56 customer solutions managers jobs
- Arrow Electronics15 customer solutions managers jobs
Compare different customer solutions managers
Customer solutions manager vs. Customer service director
A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
There are some key differences in the responsibilities of each position. For example, customer solutions manager responsibilities require skills like "customer service," "customer solutions," "csm," and "technical support." Meanwhile a typical customer service director has skills in areas such as "continuous improvement," "employee development," "service delivery," and "sales support." This difference in skills reveals the differences in what each career does.
Customer service directors tend to make the most money working in the health care industry, where they earn an average salary of $138,169. In contrast, customer solutions managers make the biggest average salary, $135,684, in the technology industry.On average, customer service directors reach similar levels of education than customer solutions managers. Customer service directors are 0.1% more likely to earn a Master's Degree and 0.5% more likely to graduate with a Doctoral Degree.Customer solutions manager vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer solutions manager responsibilities are more likely to require skills like "customer service," "customer solutions," "csm," and "logistics." Meanwhile, a team manager has duties that require skills in areas such as "patients," "taking care," "leadership," and "continuous improvement." These differences highlight just how different the day-to-day in each role looks.
Average education levels between the two professions vary. Team managers tend to reach similar levels of education than customer solutions managers. In fact, they're 0.9% less likely to graduate with a Master's Degree and 0.5% more likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for customer solutions managers in the next 3-5 years?
Vele Galovski
VP of Support and Field Services Research, TSIA
- HelpLightning
-Connected Product
-Video/Remote Support
2. The downturn exposed the need for many industries to accelerate their investments in digital transformation.
-Extreme Remote Services: Ability to deliver a majority of your service portfolio remotely.
- Extreme Automation: Ability to leverage AI, machine learning, RPA to automate the deliver of sales and service motions.
-Digital Sales Motion: Digital led, data driven sales engagement model.
Customer solutions manager vs. Desk manager
A desk manager's responsibilities focus on facilitating communication and performing organizational support tasks to maintain the smooth flow of operations at offices. Although the extent of their duties primarily depends on their company or employment industry, it usually includes handling calls and correspondence, answering inquiries, resolving issues and concerns, forwarding calls and messages, arranging appointments and schedules, organizing files, and overseeing various communication materials. In some offices, a desk manager manages different teams, supervising their performance while enforcing company standards and policies.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from customer solutions manager resumes include skills like "customer service," "customer solutions," "project management," and "csm," whereas a desk manager is more likely to list skills in "sales process," "quality customer service," "csi," and "sales people. "
Desk managers typically earn similar educational levels compared to customer solutions managers. Specifically, they're 4.6% less likely to graduate with a Master's Degree, and 0.3% less likely to earn a Doctoral Degree.Customer solutions manager vs. Support manager
A support manager is responsible for developing strategic technical solutions to improve business performance for client satisfaction and improve revenues. Support managers must have excellent knowledge of the technical processes and disciplines, as well as business systems in handling the information networks and systems of the company. They should have a strong command of system codes and technology programming, as well as software and hardware applications in identifying other possible business opportunities and assisting the staff with any inconsistencies in the process.
Even though a few skill sets overlap between customer solutions managers and support managers, there are some differences that are important to note. For one, a customer solutions manager might have more use for skills like "customer service," "customer solutions," "csm," and "performance metrics." Meanwhile, some responsibilities of support managers require skills like "windows," "support services," "sql," and "management system. "
Support managers enjoy the best pay in the finance industry, with an average salary of $103,459. For comparison, customer solutions managers earn the highest salary in the technology industry.In general, support managers hold similar degree levels compared to customer solutions managers. Support managers are 2.0% less likely to earn their Master's Degree and 0.6% more likely to graduate with a Doctoral Degree.Types of customer solutions manager
Updated January 8, 2025
