Customer Success Manager

Beaufort County South Carolina•Multiple, SC

28d•Onsite

About The Position

To manage and facilitate the in-person collection of payments and communication of information between the Beaufort County Treasurer’s Office and the public, focused on developing and maintaining best customer-centric and customer service practices. The Customer Success Manager embodies our vision of “people serving people, not transactions” by leading the customer-facing team and ensuring positive, customer-centered service. This role advances our mission of professionals serving with innovation and enthusiasm by supporting staff, upholding service quality standards, and resolving issues with ownership. By taking ownership of team performance, evolving practices to meet customer needs, and serving with passion, the Customer Success Manager builds trust, strengthens service delivery, and reinforces our organizational culture through relationship building and intentional planning.

Requirements

Associates degree in Management, Business, or related field; or Certified Supervisor Certification through the Institute of Certified Professional Managers.
At least 7 years experience in a professional setting that involved customer service.
At least 4 years in a position of leadership in a professional, office setting, supervising at least 2 direct reports.
Significant experience with Microsoft Office and professional communication, both verbal and written.
Possesses a valid driver’s license.
All applicants tentatively selected for a position with Beaufort County Council will be required to submit to urinalysis to screen for the illegal use of drugs and to a background check prior to appointment. Employment is contingent upon clearing both the drug screening and background investigation.

Responsibilities

Monitors and coordinates the performance of their direct reports’ daily work activities in a manner that will result in the successful achievement of team goals; including but not limited to: organizes, prioritizes, and assigns work; supervises status of work in progress and inspects completed work.
Ensures departmental compliance with all applicable laws, policies and procedures: immediately initiates any actions necessary to correct violations/deviations.
Supervises, directs, and evaluates assigned team members, and addresses team concerns and problems; including, but not limited to: coaching direct reports through the Evolving with Purpose process.
Exercises situational and operational awareness to proactively identify potential issues and blind spots and address them appropriately.
Ensures consistent and productive Meetings with Purpose, maximizing opportunities to share information, feedback and suggestions in a professional and constructive manner.
Monitors and regularly evaluates staff performance and training needs to align with current and future goals; including, but not limited to: hiring, disciplinary matters, termination, and training/cross-training.
Provides any peer support necessary to the Assistant Operations Manager.
Serves as the primary leader and encourager of their team in a manner that enhances team culture, reflects our vision, mission and values, and fosters public trust.
Coordinates with the Asst. Operations Manager to ensure high-quality, customer-centric and customer services.
Demonstrates professional support, verbal and written to both internal and external stakeholders, that is in accordance with Beaufort County Treasurer policies and procedures.
Exercises timely follow-through on the resolution of issues/exceptions, taking ownership regardless of the source.
Gauges, anticipates, reacts and meets the needs of others in a manner that creates a positive environment and best reflects our team culture, vision, mission and values.
Monitors collections and receipting of over-the-counter tax payments.
Monitors customer quality controls and benchmarks.
Prepares or assists in the completion of various forms, reports or requests for information.
Monitors and offers insight on collections activity and trends.
Ensures all procedural documentation is current.
Possesses a growth mindset with a focus on personal, leadership, and team development.
Maintains a comprehensive, current knowledge of applicable laws and regulations, Office technologies, and attends training sessions, as appropriate.
Assists in the training and onboarding of new staff and contributes to peer development through knowledge sharing and mentorship.
Demonstrates flexibility and adaptability in response to evolving priorities and the operational needs of the Treasurer’s Office.
Participates in cross-training initiatives as directed, to provide departmental support and ensure operational continuity across functional areas.
Monitors or, when appropriate, prepares and updates, operating procedures and/or policies.
Performs other related duties as required.