Customer Success Manager â Hybrid (66724)
Customer Success Manager â Hybrid (66724)
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1 Vacancy
Job Description
Why live in Helena Montana
Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide. - It is a relatively quiet place to call home where smalltown living collides with outdoor adventure.
- Helena has a rich history and was originally founded as a gold camp during the Montana gold rush.
- Learn more about moving to and/or living in Helena Montana here.
Why should you keep reading and consider working here
We know you have other work options but we ask you to consider working with us at the State of Montana Department of Administration in theState Information Technology Services Division (SITSD). Our mission to provide shared IT services to support the needs of the state and citizens of Montana. We offer an innovative and collaborative work environment where employees are valued and supported. In addition our employeeshave the opportunitytobe involved insome of the most exciting and innovative ITprojects and initiatives in developmentwithin Montana state government.(You can learn more about SITSDhere.)
What is this career opportunity
Under the direction of the Chief Operating Officer the customer success manager owns driving success for a portfolio of customers/State Agencies. This role includes responsibilities for Customer Success activities such aslongterm relationship building andsupportmaintaining an understanding of SITSD productsandservices and support. Drivingadoptionof enterprise products advocacyfor the customer billingand budget support etc. A Customer Success Manager should provide the best consumer experience possible with the goal of improving efficiencies adoption of IT products and services and maximizing their budget.
State government does not discriminate based on race color national origin religion sex sexual orientation gender identity or expression pregnancy childbirth or medical conditions related to pregnancy or childbirth age physical or mental disability genetic information marital status creed political beliefs or affiliation veteran status military service retaliation or any other factor not related to merit and qualifications of an employee or applicant.
Qualifications
A Bachelors degree in Computer Science Business or a related field; and - 5 years applicable experience; or
- Alternate combinations of education and experience will be considered on a casebycase basis.
Competencies:
Business analyst basic fundamentals and methodologies - Information technology business solutions and concepts
- Basic principles of budgeting IT procurement and sales
- Agile practices and frameworks
Ability to:
Ensure customers have a positive experience with SITSD products services and support - Support clear business focused IT goals and process milestones for the customer
- Proactively identify opportunities to improve customer success and suggest innovative solutions
- Promote the value of SITSD products services and support through exceptional customerengagement
- Review and followup on customer complaints and concerns experience seeking continuous improvement in all aspects of the customer experience
- Optimize existing processes within SITSD and actively contribute to Customer Success initiatives
- Gather organize and document information on SITSD processes procedures and systems
- Facilitate business requirements meetings and collaborate with business experts key stakeholders and other project staff
- Ensure customers realize value from SITSD solutions efficiently and effectively
- Maintain a highlevel perspective of the entire support process to ensure seamless service delivery
- Serve as a liaison between the customer and SITSD fostering a customeroriented team environment
- Analyze customer data to identify trends and opportunities for enhancing the customer experience
- Facilitate product demonstrations and knowledge sharing sessions as needed
- Thrive in a dynamic environment where priorities may shift rapidly demonstrating strong organizational skills and adaptability
- Exhibit resilience and professionalism when addressing challenging customer situations using sound judgment and maintaining a solutionoriented mindset
- Demonstrate dedication to finding answers and resolving issues for customers even in the face of ambiguity or adversity
Does this sound like you
Please tell us how and why by submitting yourresume andcover letter. In your cover letter please provide an example of how you have provided customers with exceptional customer service please be detailed and tell us about the outcome.(Please Note: You do not need to complete the work experience or the education & certifications portion of the application process in our recruiting system. You only need to upload the requested documentation.)
What can you expect from us in return for your hard work
Lookhere to see the additional benefits! They include: Work/life Balance - Health Coverage
- Retirement plans
- Paid Vacation and Sick Leave and Holiday
- And more
- Public Service Loan Forgiveness (PSLF) Employmentwith the State of Montana may qualify you to receive student loan forgiveness under the PSLF.
Other important information to be aware of.
This position requires the successful completion of a criminal background check. - Only online applications are accepted. By applying online you are able toreceive updates and monitor the status of your application.
Required Experience:
Manager
Employment Type
Full Time
