Location
Los Angeles, CA | United States
Job description
Capitalizing on over 140 years of history and tradition in downtown Los Angeles, the University of Southern California (USC) has embarked on an unprecedented period of expansion. USC is now poised to take its place as the preeminent research institution of the 21st century and we are looking for skilled, motivated professionals to help forge the future of higher education.
USC Payroll Services is seeking a highly service-oriented Customer Success Manager to join its team !
About the Opportunity
As a Customer Success Manager , you'll spearhead leading-edge customer service delivery and manage all related content, overseeing the daily high-volume operations of the customer service team and ensuring seamless service for USC Payroll Services customers including the university and health system. You'll play a key role in shaping customer service objectives and goals, proactively planning, scheduling, developing, and monitoring communications across various channels to meet customer needs, while leveraging your tech-savvy skills. Your dedication will ensure that our high customer service standards are consistently met, fostering positive interactions and satisfaction.
The Customer Success Manager :
- Manages, organizes, and administers daily operations of a customer service department and delivery of services to customers. Contributes to the planning and development of customer service objectives and goals. Collaborates with other members of management to maintain consistency with customer services objectives, goals, and standards. Meets customer needs, provides information, offers options and follows up with customers. Handles customer complaints, resolves problems, and ensures customer service standards are met.
- Updates all web content, training materials, communications, and knowledge articles for Payroll Services. Manages all tickets in ServiceNow and provides weekly updates to management on status.
- Oversees work order scheduling, requests for service tickets, and/or other customer issues. Sets and communicates service priorities and performance standards. Makes adjustments as needed.
- Plans and conducts quality assurance review of customer service program and makes recommendations to modify existing program, as appropriate. Creates new customer service programs, projects, or activities, as needed.
- Directly supervises at least two full-time subordinate staff or the equivalent. Recruits, screens, hires, orients, and trains staff. Evaluates employee performance and provides guidance and feedback to assigned staff. Counsels, disciplines and/or terminates employees as required.
- Schedules, assigns, and prioritizes workloads. Sets appropriate deadlines. Manages assigned projects to completion. Monitors employee performance daily. Ensures timely completion of department’s work.
- Serves as a key resource for customer service information. Evaluates and researches customer service problems and/or incidents and takes necessary action to resolves issues. Responds in writing to special client inquiries and/or complaints, as appropriate.
- Participates in development and documentation of internal operating policies and procedures. Assists in development, interpretation and dissemination of policies and procedures. Provides interpretation as required. Ensures adherence to established guidelines.
- Plans, schedules, develops, and monitors customer service communications (e.g.,
email, correspondence, web-based, hotlines, etc.).
- Tracks, compiles, and submits standard and ad hoc reports regarding service levels and customer feedback on a regular basis or as needed. Makes recommendations to modify and/or improve customer service levels, as appropriate.
- Oversees office operations, file maintenance, recordkeeping systems and procedures to facilitate customer services processes. Oversees coordination of purchasing efforts with vendors to maintain adequate supplies, materials and/ or equipment, as necessary. Verifies purchases. Resolves issues with invoicing and other financial data.
- Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.
Job Qualifications
The ideal candidate for the position of Customer Success Manager meets the following preferred requirements :
- A degree in communication, marketing, business management/administration
- 5 - 7 years of experience in communication, marketing, higher education or related fields
- Excellent computer/technology skills
- Experience with content management systems (e.g., WordPress) and collaboration platforms (e.g. SharePoint)
- Experience managing a high-volume ticketing system (e.g., ServiceNow or other equivalent systems)
- Demonstrated exceptional written and oral communication skills with the ability to empathize with the customer viewpoint in order to provide exceptional customer service
- Ability to build, develop and manage positive working relationships and rapport with diverse, high-performing teams
- Exemplary understanding of the nuanced messaging required for various audiences and distribution channels
All candidates for the position of Customer Success Manager must meet the following minimum requirements :
- High school or equivalent education
- 2 years of retail, office, restaurant or call center customer service experience
This role primarily requires on-site presence with the flexibility of remote work for one day per week. Please note that this arrangement is subject to change at any time to align with business requirements.
The annual base salary range for this position is $73,029.79 - $100,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.
About USC Payroll Services
The USC department of University Payroll Services is responsible for p rocessing and distributing pay for over 29,000 USC employees. In addition, University Payroll Services:
- Withholds and remits state and federal taxes, as well as other mandatory and optional deductions
- Ensures distribution of accurate W-2 tax forms
- Provides payroll related customer support to the University community
- Manages Nonresident Alien payments
- Responds to unemployment claims and income verification inquiries
Learn more about University Payroll Services at
The USC department of USC Payroll Services values integrity, excellence, well-being, open communication, accountability, diversity, equity, and inclusion.
Join us – apply today !
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Minimum Education: High school or equivalent
Minimum Experience: 2 years
Minimum Field of Expertise: Retail, office, restaurant or call center customer service experience.
Job tags
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