JOB The IT Customer Success & Development Manager position is a member of the IT Leadership Team responsible for leading and managing Information Technology customer support, user adoption, training, and customer development initiatives. This position plans, develops, and manages enterprise-wide customer success programs, technical training initiatives, service improvement efforts, and end-user engagement strategies to maximize the use of Information Technology services and solutions in support of departmental goals. EXAMPLE OF DUTIES
- Leads and manages enterprise-wide Information Technology customer success, user adoption, workforce development, and service improvement initiatives.
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Manages the Information Technology Service Desk, Help Desk, and customer support operations to ensure the effective delivery of technical support services and exceptional customer experiences.
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Develops and administers customer success strategies, service standards, and performance objectives that align with organizational goals and Information Technology service delivery requirements.
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Develops, monitors, and reports on service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction metrics, service trends, and operational effectiveness.
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Designs, develops, coordinates, and delivers Information Technology training programs and learning resources, including instructor-led training, virtual training, instructional videos, e-learning content, technical systems training, and end-user technology adoption programs.
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Develops, maintains, and administers enterprise-wide learning resources, including training libraries, knowledge management systems, user guides, technical documentation, knowledge base articles, standard operating procedures, and self-service support materials.
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Conducts training needs assessments and develops workforce development strategies to improve employee knowledge, technical proficiency, and effective use of Information Technology systems and services.
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Leads user adoption, communication, and organizational change management activities associated with Information Technology implementations, upgrades, and service enhancements.
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Collaborates with Information Technology divisions, department leaders, vendors, and stakeholders to identify customer needs, service gaps, training requirements, and opportunities for continuous improvement.
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Serves as the primary point of contact for customer experience initiatives, service improvement programs, training efforts, and user engagement activities.
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Conducts customer satisfaction surveys, service reviews, feedback sessions, and operational assessments to identify trends, measure effectiveness, and recommend corrective actions.
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Analyzes support trends, service requests, incident data, training effectiveness metrics, and customer feedback to identify opportunities for process improvement and operational efficiencies.
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Establishes and maintains customer service, training, knowledge management, and documentation standards, methodologies, and best practices.
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Participates in the planning, evaluation, testing, implementation, and adoption of new technologies, applications, and Information Technology services.
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Coordinates with vendors, consultants, and service providers regarding customer support services, training resources, knowledge transfer activities, and technology adoption initiatives.
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Develops recommendations for software, hardware, training technologies, learning platforms, customer engagement tools, and service improvement solutions based on business and operational needs.
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Assists in the development and administration of departmental budgets related to training, customer success initiatives, service improvement programs, and learning technologies.
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Manages and supervises assigned personnel; recruits, trains, assigns, directs, coaches, mentors, evaluates, and disciplines personnel.
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Develops career development pathways, succession planning initiatives, employee growth opportunities, and professional development programs for customer support and Information Technology personnel.
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Advises management regarding customer experience trends, workforce development needs, training strategies, service performance, and organizational readiness for technology change.
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Performs related duties as assigned.
SUPPLEMENTAL INFORMATION
Qualified applicants will be evaluated based on training and experience as documented on their application. This evaluation will comprise 100% of their final grade.
Applicants with a disability who feel they need accommodation should contact the Personnel Department in writing on or before the closing date of this advertisement by emailing
[email protected].
An Equal Opportunity, Affirmative Action Employer
