*Why live in Helena, Montana?* * Helena is surrounded by rolling hills and lofty mountains and is tucked below the Continental Divide. * It is a relatively quiet place to call home where small-town living collides with outdoor adventure. * Helena has a rich history and was originally founded as a gold camp during the Montana gold rush. * Learn more about moving to and/or living in Helena, Montanahere. * */In this position you will be afforded the opportunity to telework, however there will be required weekly in-office day(s) in Helena. Specific c//onditions will be outlined as part of the job offer and must adhere to state policy./ * * *Why should you keep reading and consider working here?* We know you have other work options, but we ask you to consider working with us at the State of Montana Department of Administration in the State Information Technology Services Division (SITSD). Our mission to provide shared IT services to support the needs of the state and citizens of Montana. We offer an innovative and collaborative work environment where employees are valued and supported. In addition, our employees have the opportunity to be involved in some of the most exciting and innovative IT projects and initiatives in development within Montana state government. (You can learn more about SITSD here.) *What is this career opportunity?* Under the direction of the Chief Operating Officer, the customer success manager owns driving success for a portfolio of customers/State Agencies. This role includes responsibilities for Customer Success activities, such as long-term relationship building and support, maintaining an understanding of SITSD products and, services, and support. Driving adoption of enterprise products, advocacy for the customer, billing and budget support, etc. A Customer Success Manager should provide the best consumer experience possible with the goal of improving efficiencies, adoption of IT products and services, and maximizing their budget. *Qualifications* *What are we looking for?* *Education and Experience:*  * A Bachelor's degree in Computer Science, Business or a related field; and * 5 years' applicable experience; or * Alternate combinations of education and experience will be considered on a case-by-case basis. *Competencies:* /Knowledge of:/ * Business analyst basicfundamentals and methodologies * Information technology business solutionsand concepts * Basic principles of budgeting, IT procurement, and sales * Agile practices and frameworks /Ability to:/ * Ensure customers have a positive experience with SITSD products, services, and support * Support clear business focused IT goals and process milestones for the customer * Proactively identify opportunities to improve customer success and suggest innovative solutions * Promote the value of SITSD products, services, and support through exceptional customer engagement * Review and follow-up on customer complaints and concerns experience, seeking continuous improvement in all aspects of the customer experience * Optimize existing processes within SITSD and actively contribute to Customer Success initiatives * Gather, organize, and document information on SITSD processes, procedures, and systems * Facilitate business requirements meetings and collaborate with business experts, key stakeholders and other project staff * Ensure customers realize value from SITSD solutions efficiently and effectively * Maintain a high-level perspective of the entire support process to ensure seamless service delivery * Serve as a liaison between the customer and SITSD, fostering a customer-oriented team environment * Analyze customer data to identify trends and opportunities for enhancing the customer experience * Facilitate product demonstrations and knowledge sharing sessions as needed * Thrive in a dynamic environment where priorities may shift rapidly, demonstrating strong organizational skills and adaptability * Exhibit resilience and professionalism when addressing challenging customer situations, using sound judgment and maintaining a solution-oriented mindset * Demonstrate dedication to finding answers and resolving issues for customers, even in the face of ambiguity or adversity *Does this sound like you? * Please tell us how and why by submitting your *resume and* *cover letter.* In your cover letter please provide an example of how you have provided customers with exceptional customer service-- please be detailed and tell us about the outcome. /(Please Note: You do not need to complete the “work experience” or the “education & certifications” portion of the application process in our recruiting system. You only need to upload the requested documentation.)/ *What can you expect from us in return for your hard work?* * Look hereto see the additional benefits! They include: * Work/life Balance * Health Coverage * Retirement plans * Paid Vacation and Sick Leave and Holiday * And more… * *Public Service Loan Forgiveness (PSLF) –*Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF. *Other important information to be aware of.* * This position requires the successful completion of a criminal background check. * Only online applications are accepted. By applying online, youare able to receive updates and monitor the status of your application. **Title:** *Customer Success Manager – Hybrid (66724)* **Location:** *Helena* **Requisition ID:** *25141119*