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JOB REQUIREMENTS: JOB ID: 21372 ATTENTION: 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, 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. WORK LOCTION: 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. 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. Questions may be addressed to: Sarah Haen, HR Business Partner, at sarah.haen@uwss.wisconsin.edu For additional details and to apply, visit the following website and search for Job ID 21372: www.careers.wisconsin.edu ***** OTHER EXPERIENCE AND QUALIFICATIONS: 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) ***** APPLICATION INSTRUCTIONS: Apply Online: www.careers.wisconsin.edu