CSM Principal Manager
King County
Seattle, WA
Full-time
Operations
Posted on November 25, 2024
Salary
$150,508.80 - $190,777.60 Annually
Location
Seattle, WA
Job Type
Special Duty Assignment
Job Number
2024-23293
Department
KCIT - Information Technology
Division
Enterprise Business Services
Opening Date
11/24/2024
Closing Date
12/10/2024 11:59 PM Pacific
FLSA
Exempt
Bargaining Unit
F16 : L117-IT Mgrs & Sups
Full- or Part-Time
Full Time
Hours/Week
40 hours/week
We are pleased to announce the CSM Principal Manager Special Duty opportunity with KCIT! This position is open to Internal King County employees as a Special Duty opportunity. Special Duties are only available to career service employees who have passed their initial probation period. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying.
KCIT is seeking an experienced and dynamic CSM Principal Manager. As the Principal Manager of Customer Success Manager program, you will serve as a strategic leader driving the adoption of enterprise applications, policies, and guidelines by King County agencies and separate elects. This role will ensure that the KCIT portfolio of services is effectively leveraged to support agency needs, balancing highly unique requirements against the need for shared systems and services. The CSM Principal Manager will act as a liaison, advocate, and strategist, focused on building strong partnerships, enhancing IT service delivery, and driving continuous improvement within the CSM team and KCIT itself. This position is seen as a trusted partner that understands the evolving IT landscape and how our legacy and emerging products, services and capabilities are delivered by KCIT.
Reporting to the CIO in interim until the Director of Business Advisory Services is named, you will be responsible for defining the vision, strategy, and roadmap for the CSM team that ensures satisfaction for KCIT's services by its customer partners. This is a focal role responsible for defining and delivering the strategic vision for customer success. The ideal candidate will be a someone with extensive customer leadership skills, business acumen, and the executive presence to drive impact at the various levels of our organization. CSM Principal Manager is a problem solver with the people skills to work collaboratively while designing solutions; maintaining both the leadership and organizational change skills to successfully bring solutions to life.
King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.
KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx
Applying Equity and Social Justice principles (ESJ) is a daily responsibility and a foundational expectation for all King County employees. This role will champion King County's deep commitment to ESJ by exemplifying shared values, behaviors, and practices in all aspects of the work.
Lead the Customer Success Manager Program
Hybrid Work
The work associated with this position will be performed through a combination of onsite work and telecommuting. Employees will have access to shared workspaces at various King County facilities. 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.
Position Duration
Estimated for a duration of 1 year.
Union
This position is represented by Local 117 - IT Manager's & Supervisor's
King County Job Classification
IT Manager Principal - 7341500
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. 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.
Guided by our "True North" , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
Are you ready to APPLY!?
A completed King County Application and Resume a re required for consideration. Applications submitted without all material will not be considered.
Questions
If you have questions regarding this recruitment, please contact Brian Roberts, broberts @kingcounty.gov or 206-263-1508.
This position is open to Internal King County employees as a Special Duty opportunity. Special Duties are only available to career service employees who have passed their initial probation period. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position.Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
$150,508.80 - $190,777.60 Annually
Location
Seattle, WA
Job Type
Special Duty Assignment
Job Number
2024-23293
Department
KCIT - Information Technology
Division
Enterprise Business Services
Opening Date
11/24/2024
Closing Date
12/10/2024 11:59 PM Pacific
FLSA
Exempt
Bargaining Unit
F16 : L117-IT Mgrs & Sups
Full- or Part-Time
Full Time
Hours/Week
40 hours/week
Summary
We are pleased to announce the CSM Principal Manager Special Duty opportunity with KCIT! This position is open to Internal King County employees as a Special Duty opportunity. Special Duties are only available to career service employees who have passed their initial probation period. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying.
KCIT is seeking an experienced and dynamic CSM Principal Manager. As the Principal Manager of Customer Success Manager program, you will serve as a strategic leader driving the adoption of enterprise applications, policies, and guidelines by King County agencies and separate elects. This role will ensure that the KCIT portfolio of services is effectively leveraged to support agency needs, balancing highly unique requirements against the need for shared systems and services. The CSM Principal Manager will act as a liaison, advocate, and strategist, focused on building strong partnerships, enhancing IT service delivery, and driving continuous improvement within the CSM team and KCIT itself. This position is seen as a trusted partner that understands the evolving IT landscape and how our legacy and emerging products, services and capabilities are delivered by KCIT.
Reporting to the CIO in interim until the Director of Business Advisory Services is named, you will be responsible for defining the vision, strategy, and roadmap for the CSM team that ensures satisfaction for KCIT's services by its customer partners. This is a focal role responsible for defining and delivering the strategic vision for customer success. The ideal candidate will be a someone with extensive customer leadership skills, business acumen, and the executive presence to drive impact at the various levels of our organization. CSM Principal Manager is a problem solver with the people skills to work collaboratively while designing solutions; maintaining both the leadership and organizational change skills to successfully bring solutions to life.
King County Department of Information Technology (KCIT)
KCIT uses the power of technology to digitally transform King County. Building vibrant communities through digital equity and social justice, KCIT offers innovative solutions that engage, empower, and serve our residents, businesses, communities and interested stakeholders. As the first-place recipient of the 15th annual National Association of Counties (NACo) Digital Counties Survey, KCIT is recognized for its vision, strategy, innovation, and collaboration. KCIT has a focus of delivering smart technology solutions that support customers, building stronger communities through innovation.
KCIT is providing the building blocks for many of the region's most critical services. As the business solutions partner, we collaborate with the 18 County departments to develop products and services that better serve the needs of our customers and our community. To learn more about KCIT, please visit: http://kingcounty.gov/depts/it.aspx
Job Duties
Applying Equity and Social Justice principles (ESJ) is a daily responsibility and a foundational expectation for all King County employees. This role will champion King County's deep commitment to ESJ by exemplifying shared values, behaviors, and practices in all aspects of the work.
Lead the Customer Success Manager Program
- Develop and implement a strategic Customer Success Program to foster strong relationships between KCIT and County agencies and separate elects.
- Create processes and frameworks for the CSM Program that ensures proactive engagement, service delivery, and alignment of KCIT services with business needs.
- Support the CSMs in the definition of value for KCIT's customer-partners and the optimal mechanism for delivering solutions.
- Drive processes to create an effective CSM team structure and operational model.
- Implement frameworks to ensure that CSM's maintain a deep understanding of their customer-partner business processes and a working knowledge of relevant technologies and services.
- Coach and mentor CSM's through regular communications, discussions, and team meetings.
- Guide customer success managers on product knowledge, create a liaison between teams, support teams, and guide them to success.
- Manage change, resolve conflicts, and lead during challenging situations.
- Maintain a productive balance between agencies and separate elect needs and the service capabilities, standards, policies, and guidelines of KCIT.
- Serve as a model of the emotionally intelligent leader, growing the CSM Program's reputation as highly engaged, empathetic, and both internal and external partner focused.
- Establish strong relationships with KCIT and other-agency senior leadership teams.
- Develop the CSM Program to include standard processes and procedures for the management of the customer-partner relationship by the CSM's.
- Oversee service delivery metrics, service level agreements (SLAs), and other key performance indicators to ensure KCIT services meet or exceed expectations.
- Identify opportunities for process improvements, reduce service gaps, and coordinate with KCIT teams to implement enhancements.
- Provide technology options and innovation that speaks to customer short and long-term business needs.
- Share a clear, compelling vision of the alignment between agency needs, the enterprise technology strategy, and King County goals.
- Maintain up-to-date knowledge of KCIT's technology portfolio and clearly articulate business value to the customer.
- Design and execute feedback mechanisms to gather insights from agencies and separate elects regarding their satisfaction with the CSM program and KCIT services.
- Track and analyze data, report on trends, and use insights to inform program improvements and measure the success of the Customer Success Program.
- Oversee the collaboration between KCIT T teams to ensure agencies and separate elects receive the resources, training, and information needed to effectively use KCIT services.
- Oversee regular sessions, workshops, and communications to educate agencies and separate elects on new technologies, tools, and best practices.
- Manage escalations and critical issues raised by the CSM's, ensuring timely and effective resolutions while maintaining positive relationships with business stakeholders.
- Work closely with CSM's and KCIT support teams to track and prevent recurring issues, proactively addressing pain points for business users.
- Manage the biennial budget process.
- Oversee analysis and optimization of the CSM Program on a regular basis.
- Manage satisfaction reviews.
- Provide technology options and innovation that speaks to customer short- and long-term business needs. Share a clear, compelling vision of our future and share the alignment between individual, team, organizational and King County enterprise goals.
- Maintain up-to-date knowledge of our related technology and be able to clearly articulate business value to the customer.
- Other duties as assigned
Experience, Qualifications, Knowledge, Skills
- Minimum of 5 years of experience in a Customer Success Manager or sales-related role.
- Minimum of 3 years of senior-level management experience in an IT discipline, such as program management, operations, or project management.
- 5-8 years of change management experience within an information technology organization.
- Proven track record of delivering successful customer success programs, driving customer satisfaction, and enhancing customer experience.
- Deep understanding of customers user experience with IT products and services including security, devices, applications, and overall systems, creating a strong foundation from which to troubleshoot as needed.
- Experience aligning equity and social justice initiatives with technology solutions, leveraging knowledge of and sensitivity to equity issues within King County.
- Exceptional EQ with an ability to listen, practice curiosity when asking questions, and maintain a professional and understanding demeanor when faced with challenges
- Portfolio management
- Organized and detail-oriented, capable of driving initiatives and managing multiple tasks to successful completion.
- Excellent communication and interpersonal skills, with a demonstrated ability to build trust and influence at all levels of the organization.
- Analytical and problem-solving abilities, with experience using data to inform decisions and improve service delivery.
- Exceptional ability to foster creativity and shared problem-solving.
- Experience managing SLAs, KPIs, and customer satisfaction metrics within an IT service environment.
- Outstanding communication and interpersonal skills.
- Excellent organizational and leadership skills.
- Keen problem-solving; process development and improvement; as well as task planning and delegation skills.
- Must be able to actively participate in meetings with senior level leadership and contribute unique perspectives and value.
- Knowledge of fiscal planning, budgeting, and reporting.
- Ability to quickly learn new technology and translate features into business benefits.
- Highly eloquent with a consultative approach to solving business problems
- Responsiveness.
- Familiarity with ITIL or other IT service management frameworks.
- Adaptable to changes in industry and organizational direction.
- Certification in PMP, ITIL, Agile or a combination of experience and learning in IT-related methodologies.
- Certification and/or experience with HIPAA, CJIS, and/or PCI compliance.
Supplemental Information
Hybrid Work
The work associated with this position will be performed through a combination of onsite work and telecommuting. Employees will have access to shared workspaces at various King County facilities. 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.
Position Duration
Estimated for a duration of 1 year.
Union
This position is represented by Local 117 - IT Manager's & Supervisor's
King County Job Classification
IT Manager Principal - 7341500
Forbes named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. 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.
Guided by our "True North" , we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
Are you ready to APPLY!?
A completed King County Application and Resume a re required for consideration. Applications submitted without all material will not be considered.
Questions
If you have questions regarding this recruitment, please contact Brian Roberts, broberts @kingcounty.gov or 206-263-1508.
This position is open to Internal King County employees as a Special Duty opportunity. Special Duties are only available to career service employees who have passed their initial probation period. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty assignment. We encourage you to discuss this with your current supervisor/manager before applying.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what's best for themselves and their eligible dependents
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 12paid holidays each year plus twopersonal 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, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position.Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
