Customer Success Manager

Description

State of Idaho Opportunity

Applications will be accepted through 4:59 PM MST on the posting end date.

Customer Success Manager

The State of Idaho Controller's Office is an equal opportunity employer. This position is exempt from state classified service, and the rules of the Division of Human Resources and the Idaho Personnel Commission. This is an at-will position. The Luma Division is established as an agency that supports State of Idaho agencies and their employees in the use of the Luma system for day-to-day business operations.

Key Responsibilities

The Continuous Improvement Bureau focuses heavily on providing tier 0 and 1 support to all state of Idaho employees. The Customer Success Manager reports directly to the Continuous Improvement Bureau Chief. The Customer Success Manager is responsible for helping to establish the policies and procedures for the Luma Division’s tier 0 and 1 employee support, system engagement, customer satisfaction, and agency support.

Partnership and collaboration with Luma functional teams, Admin, and technical teams are essential to effectively manage customer support. This includes working directly with functional support teams to establish internal documentation that helps to reduce the number of open support cases and provides system education and confidence to Luma Division teams. The Customer Success Manager supervises employees, directs and monitors work efforts, provides oversight of time and attendance, works with the Continuous Improvement Bureau Chief to ensure a strong team infrastructure to support functional teams and agencies in the quick resolution of cases and Luma system proficiency and confidence.

Job Functions

• Participate in defining and executing the vision for the Division and in the development of short-term and mid-range plans to achieve vision milestones.
• Oversee support of the Agency Success Managers.
• Recommend process changes that improve customer experience, analyze business processes and workflows to reduce cost, and use and allocate resources effectively (case resolution, triage process, customer calls etc.).
• Report cases including open, closed, outstanding, etc.
• Follow service targets to support exceptional customer service to agencies.
• Collect data to identify gaps and trends; compile and analyze findings; develop reports of findings and recommendations.
• Utilize analytical and problem-solving skills to assist customers with questions related to system functionality.
• Participate in the support of end users as needed through incident management.
• Monitor all Luma cases and follow up to ensure adherence to the Luma Division Case Policy.
• Coordinate with other Luma Division staff to address cross-functional needs.
• Inform agencies of known and upcoming system issues and releases.
• Collaborate and maintain positive working relationships with all assigned and other control agencies, such as the Division of Human Resources, Division of Financial Management and Legislative Services Office, as needed.
• Responds to agency needs, requests, and inquiries in a timely manner, as defined by Luma Case policies.
• Reports during leadership meetings case trends, gaps, and analysis to ensure Luma Division leadership is aware of agency needs.
• Ensures the ASMs have clear performance expectations. Guides, coaches, develops, and trains staff towards achieving those expectations.
• Represents the Office to other organizations (such as other state agencies and accounting organizations) and to the public.
  
  

Additional Functions

• Contribute to the positive performance of the Luma Division and the office.
• Demonstrate timely and consistent attendance.
• This is an in-office position.
• Any additional duties as assigned by the State Controller or his/her designee.
  
  

Minimum Qualifications

• At least 5 years of customer service and management experience.
• Demonstrates an understanding of finance, procurement, projects and grants, budget, HR, WFM, and/or payroll or a desire to learn.
• Strong customer service orientation, excellent interpersonal skills, as well as strong change and conflict management skills.
• Demonstrated ability to make decisions under pressure and to lead in a team environment.
• Good oral and written presentation skills, a high level of energy and enthusiasm, and strong abilities in managing and developing personnel.
• Collaborative team player who can give and receive constructive feedback, adapt to changing work priorities and deliverables, and think critically to ensure the delivery of appropriate training and support to employees.
• Self-starter with the initiative to proactively complete tasks and anticipate work needed for Luma processes, programs, and employee needs.
  
  

Desired Qualifications

• Documented successful performance supporting State human resources or finance operations.
• Good knowledge of the Luma human resources, workforce management, payroll and/or finance modules, understanding of the environment in which human resources or financial applications function including agency issues, central organization issues, security, etc.
• Good understanding of the Infor CloudSuite product (Luma System).
  
  

Benefits

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*

EEO/ADA/Veteran

The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.

The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email [email protected].

Preference may be given to veterans who qualify under state and federal laws and regulations.