IT Customer Success Manager

About the position

King County Department of Information Technology (KCIT) is seeking an IT Customer Success Manager to join our team! An IT Customer Success Manager builds strong relationships with our department business partners and facilitates their experience with the portfolio of technology products and services provided by KCIT for their assigned department/divisional customers within King County. This position's purpose is to effectively map users to our services and build high customer satisfaction. You will be a proactive steward for the adoption of technology, as well as act as the voice of customers internally at KCIT, providing creative solutions across the entire platform of services and products, including the pursuit of novel solutions to meet business requirements. This trusted partner's success will involve understanding of the evolving IT landscape and how our legacy and emerging products, services and capabilities are delivered by KCIT, then engaging customers to implement IT solutions and manage change.

Responsibilities

• Manage activity for KCIT's business customers through strong relationship-building, planning and execution.
• Maintain an understanding of the products, services and capabilities and speak with customers about relevant products and services for their specific business needs.
• Deep understanding of customers user experience with IT products and services including security, devices, applications and overall systems.
• Advocate for pro-equity anti-racist technology solutions with the customer and with the IT teams.
• Ensure that a plan is in place with each customer for deployment, change management and adoption of technology rollouts.
• Build strong customer relationships through regular check-ins and meetings for tactical items and problem-solving.
• Engage and interact with customers and manage customer relationships to ensure expectations are well defined, met/exceeded, and clearly communicated.
• Function as the voice of the customer and provide internal feedback and advocacy on how IT can better serve our business customers.
• Manage the biennial budget process.
• Perform other duties as assigned.
• Analysis of customer data to improve customer experience.
• Knowledge of the department-facing dashboards aligned with the Master Services Agreement for each department.
• Provide technology options and innovation that speaks to customer short- and long-term business needs.
• Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value to the customer.
• Review and approve information technology policies, procedures, and security plans.

Requirements

• Minimum of 3 years of senior-level management experience in an IT discipline.
• 5-8 years of progressive change management experience with information technology and processes.
• Experience in aligning equity and social justice initiatives with technology solutions.
• Portfolio management experience.
• Advanced knowledge and demonstrated experience in evaluating emerging technology software and hardware products.
• Knowledge of fiscal planning, budgeting, and reporting.
• Skill in consensus building, policy analysis, informed debate and interaction, and effective decision-making.
• Knowledge of relevant laws and regulations.
• Outstanding communication and interpersonal skills, with knowledge of and sensitivity to equity issues within King County.
• Able to think critically and strategically, foster creativity and encourage problem-solving.
• Excellent organizational and leadership skills.

Nice-to-haves

• Prior government experience.
• Highly eloquent with a consultative approach to solving business problems.
• Responsiveness.
• Willing to adapt to accommodate changes in industry and company direction.
• Demonstrates competence in resolving conflicts and reaching compromise with others.
• Ability to quickly learn new technology and translate the features of a range of products into business benefits.
• Excellent verbal and written communication skills at all levels.
• Certification in SAFe, Lean, PMP, ITIL or a combination of experience and learning in IT-related methodologies.
• Certification and/or experience with HIPAA, CJIS, and/or PCI compliance.

Benefits

• Excellent medical, dental, and vision coverage options.
• Life and disability insurance.
• Retirement plan participation.
• Transportation program and ORCA transit pass.
• 12 paid holidays each year plus two personal holidays.
• Generous vacation and paid sick leave.
• Paid parental, family and medical, and volunteer leaves.
• Flexible Spending Account.
• Wellness programs.
• Onsite activity centers.
• Employee Giving Program.
• Employee assistance programs.
• Flexible schedules and telecommuting options.
• Training and career development programs.