CUSTOMER SUCCESS MANAGER

The Universities of Wisconsin are a premier system of public higher education serving more than 162,000 students. Awarding nearly 37,000 degrees annually, the universities are Wisconsin's talent pipeline, putting graduates in position to increase their earning power, contribute to their communities, and make Wisconsin a better place to live. Through a constellation of 13 universities statewide, the Universities of Wisconsin are a tremendous academic, cultural, and economic resource for Wisconsin, the nation, and the world.

The Universities of Wisconsin Administration assists in establishing policies, planning the programmatic financial and physical development of the Universities. UWSA supports the Universities in delivering transformative educational outcomes and research that expands the boundaries of knowledge. We work to extend the value of our universities beyond the boundaries of the campuses, seeking to enhance the quality of life for all in Wisconsin and beyond, in fulfillment of the Wisconsin Idea.

UW-Shared Services provides payroll, benefits, business services, and reporting services to UW System employees and universities.

POSITION SUMMARY
The Customer Success Team provides support services for the administrative areas managed by UW-Shared Services, currently Human Resources, Finance and Procurement. Services include front line customer support, internal and external operational communications, website maintenance, support of the ticketing system, maintenance of service level agreements and monitoring of operational metrics.

The Customer Success Manager is responsible for ensuring the alignment of customer support with UW-Shared Services business strategy. This position will work closely with UW-Shared Services service delivery teams supporting current operations as well as the effort to build and enhance new work streams geared toward operational efficiency and automation of administrative services.

MAJOR RESPONSIBILITIES

• Manages, and performs as may be needed, the daily operations of the Customer Success Team, and ensures the necessary resources and tools are available for quality customer service including:
  • Ticket triage and tier one response
  • Ticketing system administration for UWSS
  • Website maintenance and coordination of operational communications
• Defines and communicates customer service levels and standards and oversees the attainment and maintenance of those expectations
• Directs routine operational processing as part of service delivery, assuring the attainment of set standards and metrics
• Manages resolution of customer inquiries escalated from the customer success team
• Manages departmental improvements and efficiencies and monitor key process improvement measurements
• Ensures an efficient training program is in place, which includes written documentation of processes necessary to be successful on the job
• Reviews and monitors services to identify trends and problem areas, reporting on risks, key performance indicators and proposed corrective action or new approaches
• Exercises supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 full-time equivalent (FTE) employees

MINIMUM QUALIFICATIONS
To be considered for this position, a candidate must have:

• At least four years of customer service leadership experience.
• Demonstrated experience in developing and monitoring operational metrics and service level agreements.
• Demonstrated experience in supporting operational communication processes.

PREFERRED QUALIFICATIONS
Well qualified applicants will also have a substantial amount of experience in a combination of the following:

• Bachelor's degree or equivalent experience.
• Experience within a shared service or centralized processing unit.
• Experience in higher education or large complex organization.
• Experience with HR, Finance and/or Purchasing business processes.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to work collaboratively with others on common goals, projects, and tasks.
• Ability to use independent judgement and exercise discretion.
• Effective written and verbal communication skills.
• Excellent organizational skills.
• Skilled in the use of Microsoft Office products (Word, Excel, PowerPoint)

COMMITMENT TO INCLUSIVE EXCELLENCE
Inclusive Excellence is a source of strength, creativity, and innovation for Universities of Wisconsin. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the Universities of Wisconsin community. We commit ourselves to the pursuit of excellence in teaching and learning, research, scholarship, creative activity, community service, and diversity as inextricably linked goals.

Universities of Wisconsin fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who serve the State of Wisconsin and the public good.

CONDITIONS OF EMPLOYMENT

This offer of employment is conditional pending the results of a criminal background check and the reference check process that includes questions regarding sexual violence and sexual harassment. If the results are unacceptable, the offer will be withdrawn or, if you have started employment, your employment will be terminated.

The Universities of Wisconsin will not sponsor a work visa for this position at the time of hire or anytime during employment. All persons hired will be required to verify identity and eligibility to work in the United States and complete the required Employment Eligibility Form I-9 upon hire.

WORK LOCATION

The office location is in Madison, WI. An in-office requirement is expected three days per week with the option to work the remaining two days off-site/remote. Telecommuting agreements are subject to change at any time.

COMPENSATION AND BENEFITS
The Customer Success Manager (Official Title: Business Operations Manager) is a full-time, salaried (exempt), academic staff position. Well-qualified candidates can expect a starting annual salary within a range of $81,600 - $107,000 commensurate with the candidate's education, related experience, and qualifications.

Universities of Wisconsin employees receive an excellent benefits package. To learn more about the benefits package, review the Universities of Wisconsin Employee Benefits Quick Guide (FA/AS/LI). Use the Health & Retirement Contributions Estimator to calculate the estimated value of your compensation and benefits.

APPLICATION INSTRUCTIONS
To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:59 pm, Wednesday, November 13, 2024. However, applications may be accepted until the position has been filled.
1. Go to the UWSA Applicant Portal to submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants and click on the position title that you want to apply for.
2. To receive full consideration, interested applicants are required to apply online and provide:

• Resume (PDF Format)
• Cover letter addressing your experience and education as it applies to all minimum and preferred qualifications (PDF Format)

Failing to submit the required application documents may disqualify your application.

3. Submit your application.

SPECIAL NOTES:
If you need to request an accommodation because of a disability, you can find information about how to make a request by contacting Sarah Haen, HR Business Partner, at sarah.haen@uwss.wisconsin.edu

The Universities of Wisconsin will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. §. 19.36(7).

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran, and other bases as defined by federal regulations and UW System policies. We promote excellent through diversity and encourage all qualified individuals to apply.

Questions may be addressed to: Sarah Haen, HR Business Partner, at sarah.haen@uwss.wisconsin.edu