IT Customer Success & Development Manager

The IT Customer Success & Development Manager position is a member of the IT Leadership Team responsible for leading and managing Information Technology customer support, user adoption, training, and customer development initiatives. This position plans, develops, and manages enterprise-wide customer success programs, technical training initiatives, service improvement efforts, and end‑user engagement strategies to maximize the use of Information Technology services and solutions in support of departmental goals.

• Leads and manages enterprise-wide Information Technology customer success, user adoption, workforce development, and service improvement initiatives.
• Manages the Information Technology Service Desk, Help Desk, and customer support operations to ensure the effective delivery of technical support services and exceptional customer experiences.
• Develops and administers customer success strategies, service standards, and performance objectives that align with organizational goals and Information Technology service delivery requirements.
• Develops, monitors, and reports on service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction metrics, service trends, and operational effectiveness.
• Designs, develops, coordinates, and delivers Information Technology training programs and learning resources, including instructor‑led training, virtual training, instructional videos, e‑learning content, technical systems training, and end‑user technology adoption programs.
• Develops, maintains, and administers enterprise‑wide learning resources, including training libraries, knowledge management systems, user guides, technical documentation, knowledge base articles, standard operating procedures, and self‑service support materials.
• Conducts training needs assessments and develops workforce development strategies to improve employee knowledge, technical proficiency, and effective use of Information Technology systems and services.
• Leads user adoption, communication, and organizational change management activities associated with Information Technology implementations, upgrades, and service enhancements.
• Collaborates with Information Technology divisions, department leaders, vendors, and stakeholders to identify customer needs, service gaps, training requirements, and opportunities for continuous improvement.
• Serves as the primary point of contact for customer experience initiatives, service improvement programs, training efforts, and user engagement activities.
• Conducts customer satisfaction surveys, service reviews, feedback sessions, and operational assessments to identify trends, measure effectiveness, and recommend corrective actions.
• Analyzes support trends, service requests, incident data, training effectiveness metrics, and customer feedback to identify opportunities for process improvement and operational efficiencies.
• Establishes and maintains customer service, training, knowledge management, and documentation standards, methodologies, and best practices.
• Participates in the planning, evaluation, testing, implementation, and adoption of new technologies, applications, and Information Technology services.
• Coordinates with vendors, consultants, and service providers regarding customer support services, training resources, knowledge transfer activities, and technology adoption initiatives.
• Develops recommendations for software, hardware, training technologies, learning platforms, customer engagement tools, and service improvement solutions based on business and operational needs.
• Assists in the development and administration of departmental budgets related to training, customer success initiatives, service improvement programs, and learning technologies.
• Manages and supervises assigned personnel; recruits, trains, assigns, directs, coaches, mentors, evaluates, and disciplines personnel.
• Develops career development pathways, succession planning initiatives, employee growth opportunities, and professional development programs for customer support and Information Technology personnel.
• Advises management regarding customer experience trends, workforce development needs,…