IT Customer Success Manager

These positions are only open to Internal King County employees. Only current King County employees will be considered.

King County Department of Information Technology (KCIT) is seeking IT Customer Success Managers to join our team! In this role, you’ll build strong relationships with our business partners and help them get the most value from KCIT’s technology products and services for their assigned departments within King County. This role serves as the business relationship manager, connecting customers to KCIT services and ensuring high satisfaction.

You will proactively support the adoption of technology and represent customer needs within KCIT, offering creative, end-to-end solutions across our full range of products and services, including driving innovative approaches that meet evolving business demands. Success in this role means understanding KCIT’s evolving IT landscape, how both legacy and new products, services, and capabilities are delivered, then partnering with customers to implement solutions and guide them through change.

This recruitment may be used to fill multiple position types including Career Service, Special Duty, and Term Limited Temporary. These positions are only open to internal King County employees only.

King County is committed to being the best-run government in the nation, and King County Information Technology (KCIT) is helping lead that transformation. KCIT harnesses the power of technology to modernize operations, advance digital equity and social justice, and deliver innovative solutions that engage, empower, and serve our residents, businesses, and community partners.

Recognized by the National Association of Counties (NACo) for excellence in vision, strategy, innovation, and collaboration, KCIT is focused on delivering smart, secure, and customer-centered technology services that strengthen county operations and support thriving, resilient communities. As the technology business partner to all 18 County departments, KCIT provides the foundational systems and services that power many of the region’s most essential functions.

We work side-by-side with our partners to design and deliver technology solutions that enhance customer experience and advance King County’s mission. Learn more about KCIT at: (Use the "Apply for this Job" box below)..

• Build strong relationships with KCIT business customers through proactive engagement, strategic planning, and clear communication.
• Manage customer relationships to ensure expectations are well defined, met/exceeded, and communicated. Ensure prompt, complete, and clear customer communication.
• Manage the biennial budget process with customers. Collaborate with agency leadership to manage to manage monthly consumption and discretionary spending.
• Maintain a deep understanding of KCIT products, services, and capabilities; advise customers on the solutions that best meet their business needs.
• Partner with leadership to develop and execute strategies that deepen partnerships, expand Information Technology adoption, and enhance customer experience.
• Have a deep understanding of the customers’ user experience with IT products and services including security, devices, applications and overall systems, creating a strong foundation from which to support troubleshooting and improve performance.
• Lead with a commitment to equity, justice, and community-centered design by advocating for pro-equity, anti-racist technology solutions.
• Serve as the voice of our business customers by understanding their needs, representing their perspectives, and advocating for solutions that improve their experience with technology.
• Perform other duties as assigned.

• Use data and performance trends to collaborate with business agencies on improvement opportunities and to validate the results of shared initiatives including analysis of customer data to improve customer experience.
• Monitor customer health metrics, tracking success KPIs and regularly reporting on customer outcomes to leadership.
• Lead appropriate or specific voice-of-the-customer…