Customer Success Manager

Customer Success Manager

To manage and facilitate the in-person collection of payments and communication of information between the Beaufort County Treasurer's Office and the public, focused on developing and maintaining best customer-centric and customer service practices. The Customer Success Manager embodies our vision of "people serving people, not transactions" by leading the customer-facing team and ensuring positive, customer-centered service. This role advances our mission of professionals serving with innovation and enthusiasm by supporting staff, upholding service quality standards, and resolving issues with ownership. By taking ownership of team performance, evolving practices to meet customer needs, and serving with passion, the Customer Success Manager builds trust, strengthens service delivery, and reinforces our organizational culture through relationship building and intentional planning.

Role Responsibilities The following duties are normal for this position. The omission of specific statements or duties does not exclude them from being performed. Other duties may be required and assigned. All job functions are to be carried out in accordance with Beaufort County Treasurer policies and procedures, and applicable local, State, and Federal laws. Leadership Responsibilities: Demonstrates buy-in to our vision, mission and values in their day-to-day work and in a manner that fosters fulfillment of our culture statement. Monitors and coordinates the performance of their direct reports' daily work activities in a manner that will result in the successful achievement of team goals; including but not limited to: organizes, prioritizes, and assigns work; supervises status of work in progress and inspects completed work. Ensures departmental compliance with all applicable laws, policies and procedures: immediately initiates any actions necessary to correct violations/deviations. Supervises, directs, and evaluates assigned team members, and addresses team concerns and problems; including, but not limited to: coaching direct reports through the Evolving with Purpose process. Exercises situational and operational awareness to proactively identify potential issues and blind spots and address them appropriately. Ensures consistent and productive Meetings with Purpose, maximizing opportunities to share information, feedback and suggestions in a professional and constructive manner. Monitors and regularly evaluates staff performance and training needs to align with current and future goals; including, but not limited to: hiring, disciplinary matters, termination, and training/cross-training. Provides any peer support necessary to the Assistant Operations Manager. Relationship Responsibilities: Serves as the primary leader and encourager of their team in a manner that enhances team culture, reflects our vision, mission and values, and fosters public trust. Coordinates with the Asst. Operations Manager to ensure high-quality, customer-centric and customer services. Demonstrates professional support, verbal and written to both internal and external stakeholders, that is in accordance with Beaufort County Treasurer policies and procedures. Exercises timely follow-through on the resolution of issues/exceptions, taking ownership regardless of the source. Gauges, anticipates, reacts and meets the needs of others in a manner that creates a positive environment and best reflects our team culture, vision, mission and values. Task Responsibilities: Monitors collections and receipting of over-the-counter tax payments. Monitors customer quality controls and benchmarks. Prepares or assists in the completion of various forms, reports or requests for information. Monitors and offers insight on collections activity and trends. Ensures all procedural documentation is current. General Responsibilities: Possesses a growth mindset with a focus on personal, leadership, and team development. Maintains a comprehensive, current knowledge of applicable laws and regulations, Office technologies, and attends training sessions, as appropriate. Assists in the training and onboarding of new staff and contributes to peer development through knowledge sharing and mentorship. Demonstrates flexibility and adaptability in response to evolving priorities and the operational needs of the Treasurer's Office. Participates in cross-training initiatives as directed, to provide departmental support and ensure operational continuity across functional areas. Monitors or, when appropriate, prepares and updates, operating procedures and/or policies. Performs other related duties as required. Performance Standards Performance will be evaluated via a score-based system on the team member's exemplification and embodiment of our vision, mission and core values. Success Factors Clearly: demonstrates buy-in to our culture, vision, mission and values. Enjoys leading a team and encouraging others; providing informed and confident guidance to their team regarding the application of our vision, mission and values, procedures and team standards. Regardless of the communication method used, successfully conveys encouragement and authenticity to the team. Able to identify, review, and summarize data and relate findings to observed trends and behaviors. Includes utilizing this information to make informed decisions. Skilled at using deductive reasoning and exercising decisive judgment that reflects our vision, mission and values in a variety of situations, which are often characterized by frequent change. Able to perform mathematical calculations and successfully convey the math and information to others. Seeks opportunities to share information, feedback and suggestions in a professional and constructive manner. Strong communication skills and conflict resolution. Excellent management and organizational skills such that a proactive approach is taken to address potential issues before they occur.

Typical Qualifications

Minimum Qualifications Associates degree in Management, Business, or related field; or Certified Supervisor Certification through the Institute of Certified Professional Managers. At least 7 years experience in a professional setting that involved customer service. At least 4 years in a position of leadership in a professional, office setting, supervising at least 2 direct reports. Significant experience with Microsoft Office and professional communication, both verbal and written. Possesses a valid driver's license.

Supplemental Information

• All applicants tentatively selected for a position with Beaufort County Council will be required to submit to urinalysis to screen for the illegal use of drugs and to a background check prior to appointment. Employment is contingent upon clearing both the drug screening and background investigation. Beaufort County is an Equal Opportunity Employer.
• Applicants selected for this position may be subject to a credit check as part of the pre-employment screening process. Employment offers are contingent upon the successful completion of all required background and screening requirements.
• Applicants claiming veteran status or military experience as a qualification for employment may be required to provide documentation, including a DD Form 214, to verify service.