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IT Customer Success Manager
2 months ago
This is an excellent opportunity to join the Information Technology Department at The County of Santa Barbara. Come and be a part of a team of talented individuals who are passionate about fostering a culture of teamwork, learning and respect
In the IT Department our success is powered by people and technology. Our culture is what makes IT a fun and rewarding place to work We establish, develop and nurture partnerships and open communication within our communities. We embrace a willingness to learn and accept new ideas, to actively listen and to be receptive to change. We strive to grow our talents and do our best in the service of others while taking pride in our work. We explore and deliver new and creative ways to pair technology with business needs. We ensure the resources necessary to succeed and encourage thoughtful participation leading to inclusion and ownership.
This recruitment is for one full-time position, based in Santa Barbara, CA. This role offers a hybrid schedule. Onsite work and travel throughout the County are required when needed. The job classification/payroll title for this position is Information Technology & Business Systems Management Professional Senior.
Highlighted Benefits:
- Hybrid telecommuting schedule.
- Health Plan: County contributes towards premium; HSA offered
- Pension Retirement
- Reciprocity with other public sector retirement systems (like CalPERS)
- 12 holidays, 12 sick leave days (unlimited accumulation), 12 to 25 days of vacation (based on length of service) per year; and 40 hours of management leave (prorated based on hire date) per year.
- Time and service credit towards an advanced vacation accrual rate for previous public service.
- For more information on County benefits, please click here.
The Customer Success Manager (CSM) enables the Information Technology Department (ITD) to be a more proactive, responsive and a strategic service provider. The CSM interacts closely with County departments and is responsible for overall customer well-being by monitoring customer satisfaction, understanding customers' business, proactively addressing issues, and acting as escalation points as needed. The CSM typically will serve as the account executive and customer relationship manager to match customer needs with Information Technology capabilities (such as the service portfolio), as well as manages the customer relationships until the service process is complete. This position will help integrate IT into the County's overall organization by fostering inter-departmental communication and collaboration in the spirit of Santa Barbara County's moto of "One County, One Future." As advocates of ITD, they also champion awareness and influence perception with customers to facilitate better partnership and value harvesting. Examples of Duties
- Provides oversight of existing account management, customer communications and conflict resolution functions;
- Tracks and coordinates all customer activity for County departments, which includes over 4,000 users;
- Meets regularly with customers, including department leadership to review initiatives that involve ITD and determines how to leverage existing technology or, if needed, proposes new solutions;
- Develops strategies to promote ITD services in new areas in order to expand relationships with existing customers and improve relationships;
- Ensures customer needs are understood and addressed by the various functions of ITD;
- Provides ongoing and accurate documentation for both departments and ITD leadership to review in order to support a portfolio of tasks and projects with changing priorities;
- Listens, builds rapport, and credibility as a strategic partner vertically within the business unit, as well as with leadership and functional teams;
- Leads change using collaborative methods;
- Explains complex, technical information clearly and simply to different levels of staff, management, and executives;
- Performs related duties as assigned.
Education and Experience
The knowledge, skills, and abilities listed here may be acquired through various types of training, education, and experience. A typical way to acquire the required knowledge and abilities would be:
- Equivalent of a bachelor's degree from an accredited four-year college or university in a field related to IT business systems or to the role of IT Customer Success Manager, and
- Four (4) years of progressively responsible related experience involving planning, analysis, coordination, and evaluation, such as an IT Business Analyst, IT Project Manager, or similar role that also provides experience managing relationships between IT and business stakeholders, understanding business needs, and aligning IT solutions with those needs.
For specific positions, possession and maintenance of a valid California driver's license and the ability to meet automobile insurability requirements of the County or the ability to provide suitable transportation needs as a condition of continued employment.
Supplemental Information
APPLICATION & SELECTION PROCESS:
- Review Applications to determine applications that meet the employment standards.
- Application and Supplemental Questionnaire Ranking: If there are more than 10 qualified candidates, the next step in the selection process will be a supplemental questionnaire. Responses to the required supplemental questionnaire and the information provided on the application will be evaluated and scored. Candidates' final score and rank on the employment list will be determined by the application and supplemental questionnaire ranking.
Candidates must receive a percentage score of at least 70 on the Application and Supplemental Questionnaire Ranking to be placed on an employment list. An adjustment may be made to raw scores based on factors listed in Civil Service Rule VI. Those candidates who are successful in the selection process will have their names placed on the employment list for a minimum of three months. At the time the employment list is established, all candidates will receive an email notice of their score on the exam(s), rank on the employment list, and exact duration of the employment list.
Completion of a 12-month probationary period is required.
Conditional Job Offer: Once a conditional offer of employment has been made, candidate will be required to successfully complete a background check, which includes a conviction history check, and satisfactory reference checks. Appointee will be subject to a post-offer medical evaluation or examination.
REASONABLE ACCOMMODATIONS:
The County of Santa Barbara is committed to providing reasonable accommodation to applicants. Qualified individuals with disabilities who need reasonable accommodation during the application or selection process should contact the recruiter listed on the job posting. We require verification of needed accommodation from a professional source, such a Medical Provider or a learning institution.
Disaster Service Worker: Pursuant to Governmental Code section 3100, all employees with the County of Santa Barbara are declared to be disaster service workers subject to such disaster service. Activities as may be assigned to them by their superiors or by law.
Statement of Commitment
The County of Santa Barbara is dedicated to cultivating and sustaining an environment that exhibits equity and inclusion everywhere, and at all levels of our organization. The County believes equity is a fundamental principle that must be imbedded in policies, institutional practices and systems. The County recognizes the negative impacts of systemic racism and is committed to eliminating the barriers affecting Black, Latinx, Indigenous, Asian, and socioeconomically disadvantaged community members, as well as people of other diverse racial and ethnic backgrounds.
We envision a world where society and its systems (e.g. education, criminal justice, and health care, housing, the economy) are just, fair, and inclusive, enabling all people to participate and reach their full potential.
We celebrate community and employee diversity, strive for inclusion and belonging, and promote empowered participation. We aspire to build a workforce that is reflective of these values and the communities we serve. We are proud to be an equal opportunity employer and will resolutely uphold federal, California state law and/or Santa Barbara County ordinances.
We believe equity and inclusion are vital to fulfill the County's mission and to embody a culture of "One County, One Future." Expanding the full range of employee talent allows the County to deliver our best to all our community members.
We believe in the dignity and humanity of all people. We strive for a healthy and prosperous society that promotes all people having equitable access and opportunity.
APPLICATION DEADLINE: Thursday, September 12, 2024, at 4:59 p.m. PST, postmarks not accepted. You can view job postings and apply online 24 hours a day at www.sbcountyjobs.com.
Recruiters will correspond with applicants by email during each step of the recruitment process. Applicants are reminded to check spam filters continuously during the Selection Process steps to ensure they do not miss required deadlines.
For questions, please contact Sabina Netto, ITD Human Resources Manager at snetto@countyofsb.org
