Agency Success Manager

Job Description

The Agency Success Manager will work under the direction of the Customer Support Manager within the Continuous Improvement Bureau. Your overarching responsibility will be to provide Luma, our state enterprise reporting planning (ERP) software for HR and finance, tiers 0 and 1 support to agencies and employees. Responsibilities include triaging and responding to tickets, answering phone calls, and being a liaison on behalf of SCO to specifically assigned state agencies in areas such as budgeting, procurement, projects and grants, accounts receivables, accounts payables, expense management, HR, payroll, workforce management (WFM), and more. Your day-to-day priorities are to answer calls, triage tickets in our Service Now triage system, and liaison with your specific agencies. This role necessitates close collaboration with your team, seeking guidance from leadership, and engaging with finance and HR process owners and experts to answer agency questions regarding Luma. Pay: $23-24/hr

Skills and Requirements

Experience in answering customer phone calls using professional business etiquette. Strong customer service orientation, excellent interpersonal skills, as well as strong change and conflict management skills. Demonstrate an understanding of finance, procurement, projects and grants, budget, HR, WFM, and/or payroll or a desire to learn. Demonstrate an understanding of government practices. Excellent written and verbal communication skills, with the ability to present information clearly and concisely for agency support and meeting participation. Collaborative team player who can give and receive constructive feedback, adapt to changing work priorities and deliverables, and think critically to ensure the effective support to agencies. Self-starter with the initiative to proactively complete tasks and anticipate work needed for Luma processes and agency support. Intermediate technology skills, including Microsoft Outlook, Word, Excel, PowerPoint, SharePoint, Webex, Snagit. Knowledge of Service Now and Veriphy is a bonus.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].