Customer Success Manager 1

Customer Success Manager 1Start your career in public service JOIN OUR TEAMGeorgia Technology Authority (GTA) a Great Place to Work certifiedThe Georgia Technology Authority (GTA) is currently seeking a Customer Success Manager 1 in the Office of Business Management, Customer Success Team.The Georgia Technology Authority (GTA) currently manages the delivery of IT infrastructure services to 89 Executive Branch agencies and managed network services to more than 1,200 state and local government entities.The GTA Customer Success Manager (CSM) serves customers from State of Georgia agencies and local government municipalities. The CSM is a vital partner to customers and is responsible for their success in the use of Georgia Technology Authority's (GTA) IT services and its service providers. The CSM actively leads, plans, manages, and supports their customer organization in realizing the full potential and business value of GTA's IT services.The CSM leads and/or participates in the following practice areas:Business and IT PlanningPerformance MeasuringBusiness and IT OperationsIncident and Issue ManagementClient Communication and ManagementService Provider ManagementService Requests and SupportChange ManagementOperationally, the CSM is the customer agency's first point of escalation for issues related to service levels, expected GETS outcomes, and services. In addition, the CSM leads GETS financial reviews with their customer for the purposes of assisting the customer agency in understanding their GETS investments and correlating those investments to their business outcomes.The CSM 1 works directly with a CSM Sr., who will serve as a mentor to the CSM 1 and will assist in covering large and complex assignments while expanding their knowledge of the GETS program and the agencies we serve.Responsibilities:Continuously leads customer forward-planning using knowledge from customer roadmaps and GTA GETS roadmapsDrives customer success and outcomes through the adoption of GETS servicesProvides effective and timely communication at required levels between customer and GETS service teamsAdvocates to customers for GETS servicesLeads existing customers to increase their adoption of GTA servicesActively pursues new customers in adoption of GTA servicesActively represents customer interests at Governance forums at scheduled business and service review meetingsLeads monthly business reviews that address SLA performance, financial and chargeback activity, technology planning, and continuous improvement opportunities to service operationsLeads resolution of customer GETS services according to SLA objectivesParticipates in incident and change management eventsPerforms other duties as assignedCore Competencies:Leadership and management of successful outcomes in a managed services environmentEffective communicator and proven leader with the ability to conceptualize, plan, document and communicate effectively regarding agency business activities and technologyEngaged in service management principles and practicesLeadership and management in matrixed organizationsProblem analysis (experience in root cause analysis) and problem resolutionNegotiation and influence skillsCollaboration and partnering skillsStrong and effective verbal and written communication across diverse audiencesTrack record of successful project implementationsAdditional Selection Requirement:Candidates selected for an interview will be required to complete a written exercise to assess their communication skills, critical thinking, and ability to clearly document information relevant to the Customer Success Manager role.Agency Specific Qualifications:Minimum Qualifications:Bachelor's degree in Computer Science, a related field, or equivalent work experience/certifications7 years of experience in technology organizations, including at least 3 years in IT service delivery or in a customer/business relationship roleExperience in IT Service Delivery organizations or shared services organizationsExperience working with external customersExperience working in a team-oriented, collaborative environmentStrong presentation and facilitation skillsPreferred Qualifications:Experience managing IT Service DeliveryExperience working with state and/or local government organizationsExperience with GTA's GETS programExperience managing peopleVendor Management experienceExperience working in a team-oriented, collaborative environmentExperience or certification with PMP and ITILOffice Location/Worker Type/Compensation/Additional Details:Office Location: 47 Trinity Ave, Atlanta GAWorker Type: Hybrid (in-office: 2-3 days per week)Target Hiring Salary Range: $58,000 - $74,200*Current Georgia state government employees will be subject to SPB rule provisions.Earn more than a salary In addition to a competitive salary, the Georgia Technology Authority offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and childcare spending account; in addition to telework opportunities depending upon position. More information on Benefits:Georgia Technology Authority does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.