St. John's established in 1870, has three New York City campuses; a graduate center in Hauppauge, NY; international locations in Rome, Italy; Limerick, Ireland; and Paris, France; and study abroad locations around the world. The Princeton Review and other top rankings consistently recognize the University's outstanding academics, diverse student body, dynamic internship and volunteer opportunities, focus on student life, and diverse study abroad offerings. St. John's University offers more than 100 undergraduate and graduate programs in its six colleges and schools, with a growing number of programs offered online. The University is accredited by the Middle States Commission on Higher Education and 12 other major academic and professional associations.
A dedication to diversity, equity and inclusion is at the heart of our mission. As a Catholic and Vincentian university, St. John's is committed to institutionalizing practices of inclusive excellence to ensure that we welcome and celebrate the intrinsic worth of all members of our community. We will become an even stronger university as we enhance equity at every level of our institution. As noted in our Vision Statement, our graduates will excel in the competencies and values required for leadership and service in a rapidly evolving world.
Customer Success Manager
The Manager for Customer Success reports to the Director Business Transformation Office. This role is part of a team responsible for the customer/business relationship as it relates to the identification, management, and support of the Information Technology (IT) systems and services. This employee will be key in bridging IT and technology to the business units. The employee will collaborate with senior administrators and others to develop strategies to meet institutional objectives through the effective use of technology tools, systems and data. The employee will be driver to ensuring technology adoption and, as a result, helping units achieve their goals and create efficiencies in their department through digital transformation. The person will support the mission of IT by providing high quality, professional IT services and timely response and solutions to customer requests.
Assist with supporting end users on University technology systems and software.
Create and develop training materials and programs to support new and updated technology and provide a variety of training options.
Work with business units and vendors to develop module specific training and provide application configuration and usage guidance to the user community.
Work with business units to develop efficient processes and procedures to promote successful usage of technology.
Manage and direct a team of IT professionals to effectively deliver services; customer support, training, QA and testing. Includes setting performance objectives and evaluating performance against them.
Work on special projects from time to time.
Proven technical ability and effective communication skills of technical concepts to non-technical audiences.
Highly analytical and ability to look strategically to solve problems.
Administrative application experience in Higher Education.
Proficiency in Office 365, Excel and PowerPoint; ability to learn new technology quickly.
Experience using different technology tools to present and clearly explain concepts.
Working knowledge of quality assurance testing processes.
Ability to present to large groups; excellent written and verbal communication skills.
Proven leadership abilities, including a genuine commitment to professional development and team building.
Ability to work in a team-oriented environment that strives to be Efficient, Professional, Innovative and Collaborative
This position manages two positions, the Customer Success Analyst, and an IT Application Support position, which has not been filled to date.
Position Type/Expected Hours of Work
This is a full-time position. Typical days and hours of work are Monday through Friday, 8:30 a.m. to 4:30 p.m., however flexible work schedules can be accommodated based upon employee performance. In addition, employee may be asked to work off-hours or weekends as needed in the event of any issues or response to critical operations.
Travel is primarily local and may include visits to the other NY campuses.
Required Education and Experience:
Bachelor's degree in Computer Science or related field
5-7 years of experience in a customer-facing role, with at least 2-3 years of supervisory experience
Additional Eligibility Qualifications
PMP, or other project management related certification a plus.
St. John's offers a competitive compensation program which is commensurate with your qualifications, experience, and contingent upon the departmental budget. We also offer an extremely comprehensive benefits program to meet the diverse needs of our workforce. Along with exceptional benefits such as medical, dental, life insurance, long term disability insurance, tuition remission, generous 403(b) employer contribution, employee assistance program, and liberal paid time off policies, faculty and staff can also enjoy St. John's performing arts, libraries, bookstores, dining facilities, campus recreation and sporting events.
Any offer of employment is subject to receipt by St. John's University of satisfactory references, verification of employment and education.
St. John's University is an Equal Opportunity Employer and encourages applications from women and minorities. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, or any other characteristic protected by law.
St. John's University is Catholic, Vincentian and Metropolitan. We are committed to attracting, motivating, and retaining a highly qualified and diverse workforce to support our mission of academic excellence and the pursuit of wisdom. Known for over 100 years of proud athletic tradition, our Big East excitement keeps Red Storm fans cheering. Ranked among America's top universities by The Princeton Review, St. John's University educates leaders for today's global society through quality academics, high-tech resources and an expanding international presence. With 1,500 Faculty and 1,400 Administrators/Staff, St. John's is a leading Catholic University in the Vincentian tradition, dedicated to making a positive difference in people's lives through active engagement in issues of energy and resource conservation, social justice and global citizenship. These values enhance the academic experience of more than 20,000 undergraduate and graduate students on three residential New York City campuses in Queens, Staten Island and Manhattan; a graduate center in Oakdale, NY; an international campus in Paris, France and Rome, Italy; and learning centers in other locations worldwide.