IT Customer Success Manager

Salary: $155,074.19 - $196,565.41 Annually
Location : Chinook Building 401 5th Avenue Seattle, WA
Job Type: Special Duty Assignment or Term Limited Temp (TLT)
Job Number: 2025-24187
Department: KCIT - Information Technology
Division: Office of the CIO
Opening Date: 03/14/2025
Closing Date: 3/27/2025 11:59 PM Pacific
FLSA: Exempt
Bargaining Unit: F16 : L117-IT Mgrs & Sups
Full- or Part-Time: Full Time

Summary

King County Department of Information Technology (KCIT) is seeking an IT Customer Success Manager to join our team! An IT Customer Success Manager builds strong relationships with our department business partners and facilitates their experience with the portfolio of technology products and services provided by KCIT for their assigned department/divisional customers within King County. This position's purpose is to effectively map users to our services and build high customer satisfaction. You will be a proactive steward for the adoption of technology, as well as act as the voice of customers internally at KCIT, providing creative solutions across the entire platform of services and products, including the pursuit of novel solutions to meet business requirements. This trusted partner's success will involve understanding of the evolving IT landscape and how our legacy and emerging products, services and capabilities are delivered by KCIT, then engaging customers to implement IT solutions and manage change.

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:
Job Duties

Develop and Manage Client's Technology Portfolio

• Manage activity for KCIT's business customers through strong relationship-building, planning and execution. Maintain an understanding of the products, services and capabilities and speak with customers about relevant products and services for their specific business needs.
• 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.
• Advocate for pro-equity anti-racist technology solutions with the customer and with the IT teams.
• Ensure that a plan is in place with each customer for deployment, change management and adoption of technology rollouts, especially productivity initiatives within the Microsoft 365 suite. Ensure the availability of end-user documentation and necessary training for supported enterprise-wide systems so that business customers can obtain the greatest value from the service.
• Build strong customer relationships through regular check-ins and meetings for tactical items and problem-solving and provide quarterly data and information for strategic reviews.,
• Engage and interact with customers and manage customer relationships to ensure expectations are well defined, met/exceeded, and clearly communicated. Ensure prompt, complete, and clear customer communication. Track departments or agencies to identify churn risk and work proactively to eliminate that risk.
• Function as the voice of the customer and provide internal feedback and advocacy on how IT can better serve our business customers
• Manage the biennial budget process
• Perform other duties as assigned

Analytics

• Analysis of customer data to improve customer experience
• Knowledge of the department-facing dashboards aligned with the Master Services Agreement for each department and communication of the data to the business customers
• Analysis and optimization of the processes owned by the CSM team, such as work intake, satisfaction reviews, and budget reviews.

Strategic Partner/Consultant

• 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.
• 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 information technology policies, procedures, and security plans; ensure assigned work group is in compliance with County technology standards, policies, and plans.

Experience, Qualifications, Knowledge, Skills

• Minimum of 3 years of senior-level management experience in an IT discipline, such as engineering, operations, security and privacy, or project management
• 5-8 years of progressive change management experience with information technology and processes
• Experience in aligning equity and social justice initiatives with technology solutions
• Portfolio management experience
• Advanced knowledge and demonstrated experience in evaluating emerging technology software and hardware products
• Knowledge of fiscal planning, budgeting, and reporting
• Skill in consensus building, policy analysis, informed debate and interaction, and effective decision-making
• Knowledge of relevant laws and regulations
• County, local government and issues
• Federal and state regulations involving government and legislative activities
• Public sector issues involving organizational structure and project management initiatives
• 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

Desirable Qualifications

• Prior government experience
• Highly eloquent with a consultative approach to solving business problems
• Responsiveness
• 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
• Excellent verbal and written communication skills at all levels
• Certification in SAFe, 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

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 to support when working remotely.

Duration

This position is estimated for 1 year, but may extend longer
Classification

Customer Success Manager - 7341200
Union

This position is represented by L117-IT Mgrs & Sups

Work Schedule

The normal workweek for this position is Monday through Friday, 8:00 a.m. to 5:00 p.m. Alternative work schedules may be considered. This position is FLSA Exempt and is not eligible for overtime pay. This position may include After Hours Support as needed.
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? dedicated to serving one of the nation's best places to live, work and play.
Guided by our , 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!?

The recruitment for this position is open to all qualified candidates. This recruitment may be used to fill future vacancies. A completed King County Application, Resume and Cover Letter are required for consideration. Applications submitted without all material will not be considered.
Questions

If you have questions regarding this recruitment, please contact Shannon Hoeper, or 206-263-6957.
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
• 12 paid holidays each year plus two personal 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

For additional information about employee benefits, visit our

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.
01

Please describe in detail your experience with Customer Success/Relations Manager or senior-level management experience in an IT discipline, such as program management, operations, or project management.
02

King County leads with racial equity and social justice. Share your direct experience in advancing racial equity and social justice and provide a specific example.
03

Are you authorized to work in the United States?

• Yes
• No

04

Does your authorization require sponsorship now or in the future from an employer or other source? (This does not preclude you from being considered for this position.)

• Yes
• No

05

The person hired for this position must successfully pass a background investigation which may include Criminal Justice Information System (CJIS) clearance. Are you willing to undergo a background investigation prior to an offer of employment? This will include reference checks with previous employers, and a criminal background check which may include fingerprinting.

• Yes
• No

06

Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? ANDIs this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? ANDDo you possess the skills and abilities to qualify for this position?

• Yes, I was given a layoff notice from my Career Service role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
• No.

07

If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided:1. The title you held when you received your layoff notice2. The department you worked in3. The effective date of your layoff
Required Question