IT Customer Success Manager

King County Department of Information Technology (KCIT) is seeking IT Customer Success Managers to join our team! In this role, you’ll build strong relationships with our business partners and help them get the most value from KCIT’s technology products and services for their assigned departments within King County. This role serves as the business relationship manager, connecting customers to KCIT services and ensuring high satisfaction. You will proactively support the adoption of technology and represent customer needs within KCIT, offering creative, end-to-end solutions across our full range of products and services, including driving innovative approaches that meet evolving business demands. Success in this role means understanding KCIT’s evolving IT landscape, how both legacy and new products, services, and capabilities are delivered, then partnering with customers to implement solutions and guide them through change.

This recruitment may be used to fill multiple position types including Career Service, Special Duty, and Term Limited Temporary. These positions are only open to internal King County employees only.

About King County Department of Information Technology (KCIT

King County is committed to being the best-run government in the nation, and King County Information Technology (KCIT) is helping lead that transformation. KCIT harnesses the power of technology to modernize operations, advance digital equity and social justice, and deliver innovative solutions that engage, empower, and serve our residents, businesses, and community partners.

Recognized by the National Association of Counties (NACo) for excellence in vision, strategy, innovation, and collaboration, KCIT is focused on delivering smart, secure, and customer-centered technology services that strengthen county operations and support thriving, resilient communities. As the technology business partner to all 18 County departments, KCIT provides the foundational systems and services that power many of the region’s most essential functions. We work side-by-side with our partners to design and deliver technology solutions that enhance customer experience and advance King County’s mission. Learn more about KCIT at: http://kingcounty.gov/depts/it.aspx.

Develop and Manage Client’s Technology Portfolio

• Build strong relationships with KCIT business customers through proactive engagement, strategic planning, and clear communication.
• Manage customer relationships to ensure expectations are well defined, met/exceeded, and communicated. Ensure prompt, complete, and clear customer communication. 
• Manage the biennial budget process with customers. Collaborate with agency leadership to manage to manage monthly consumption and discretionary spending.
• Maintain a deep understanding of KCIT products, services, and capabilities; advise customers on the solutions that best meet their business needs.
• Partner with leadership to develop and execute strategies that deepen partnerships, expand Information Technology adoption, and enhance customer experience.
• Have a deep understanding of the customers’ user experience with IT products and services including security, devices, applications and overall systems, creating a strong foundation from which to support troubleshooting and improve performance.
• Lead with a commitment to equity, justice, and community-centered design by advocating for pro-equity, anti-racist technology solutions.
• Serve as the voice of our business customers by understanding their needs, representing their perspectives, and advocating for solutions that improve their experience with technology. 
• Perform other duties as assigned

Analytics

• Use data and performance trends to collaborate with business agencies on improvement opportunities and to validate the results of shared initiatives including analysis of customer data to improve customer experience.
• Monitor customer health metrics, tracking success KPIs and regularly reporting on customer outcomes to leadership
• Lead appropriate or specific voice-of-the-customer work and synthesize insights across surveys and social listening tools.
• Analysis and optimization of the processes owned by the CSM team, such as work intake, satisfaction reviews, and budget reviews. 

Strategic Partner/Consultant

• Serve as information technology strategic consultants by advising business leaders on how to leverage IT capabilities to meet both short and long-term organizational goals. Assess customer needs, evaluate technology options, and recommend solutions that align with strategic priorities.
• Guide customers through technology planning, help prioritize investments, and ensure proposed initiatives support operational efficiency, equity goals, and enterprise standards.
• Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value to the customer.
• Problem solver with the people skills to work collaboratively and design compelling programs that will scale with the leadership and organizational change skills to put those programs into effect. Use of business and operational savvy to bring IT and the business together.
• Review and approve technology policies, procedures, and security plans; ensure compliance with county standards.

Experience, Qualifications, Knowledge, Skills

• Minimum of 3 years of senior level management experience in IT discipline, such as customer relations, engineering, operations, security and privacy, or project management
• Experience in aligning equity and social justice initiatives with technology solutions
• Strategic portfolio management experience guiding long-term technology planning, prioritizing investments, and aligning initiatives with organizational goals
• Advanced knowledge and proven experience in staying up to date with emerging technologies and evaluating new software and hardware products
• Knowledge, skills and experience of fiscal planning, budgeting, and reporting
• Skill in consensus building, policy analysis, informed debate and interaction, and effective decision-making
• Experience in contracting support and manage vendor relationships to ensure effective delivery of services and solutions.
• Experience working in a government or public sector environment, with a strong understanding of government processes, rules and regulations, organizational structures, and public-sector project management practices.
• 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
• Excellent verbal and written communication skills at all levels

• Prior government experience, including local government
• Highly eloquent with a consultative approach to solving business problems.
• 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.
• Familiarity with CRM tools, customer success platforms, and analytics software.
• Certification in 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

Hybrid Work: KCIT works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. The primary onsite location is the Chinook Building, 401 5th Ave, Seattle, WA 98104. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

Work Schedule: This position is exempt from the provisions of the Fair Labor Standards Act and therefore is not overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek, normally 8:00 a.m.-5:00 p.m., Monday through Friday.

FLSA Status: This position is FLSA Exempt and is not eligible for overtime pay

Classification: Customer Success Manager (job code: 740201)

Union: This position is represented by L117-IT Mgrs & Sups

Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Application Process: This position is open only to Internal King County employees. Only current King County employees will be considered. If you are interested in pursuing this position and supporting King County’s vision for unified, equitable, and high-performing government, please follow the application instructions carefully. Provide us with your work history as applicable, ensuring that you provide details that highlight your ability to fulfill the requirements for this position.