MINIMUM QUALIFICATIONS

• At least 5 years of customer service and management experience.
• Demonstrates an understanding of finance, procurement, projects and grants, budget, HR, WFM, and/or payroll or a desire to learn.
• Strong customer service orientation, excellent interpersonal skills, as well as strong change and conflict management skills.
• Demonstrated ability to make decisions under pressure and to lead in a team environment.
• Good oral and written presentation skills, a high level of energy and enthusiasm, and strong abilities in managing and developing personnel.
• Collaborative team player who can give and receive constructive feedback, adapt to changing work priorities and deliverables, and think critically to ensure the delivery of appropriate training and support to employees.
• Self-starter with the initiative to proactively complete tasks and anticipate work needed for Luma processes, programs, and employee needs.

DESIRED QUALIFICATIONS

• Documented successful performance supporting State human resources or finance operations.
• Good knowledge of the Luma human resources, workforce management, payroll and/or finance modules, understanding of the environment in which human resources or financial applications function including agency issues, central organization issues, security, etc.
• Good understanding of the Infor CloudSuite product (Luma System).

The Continuous Improvement Bureau focuses heavily on providing tier 0 and 1 support to all state of Idaho employees. The Customer Success Manager reports directly to the Continuous Improvement Bureau Chief. The Customer Success Manager is responsible for helping to establish the policies and procedures for the Luma Division’s tier 0 and 1 employee support, system engagement, customer satisfaction, and agency support.
Partnership and collaboration with Luma functional teams, Admin, and technical teams are essential to effectively manage customer support. This includes working directly with functional support teams to establish internal documentation that helps to reduce the number of open support cases and provides system education and confidence to Luma Division teams. The Customer Success Manager supervises employees, directs and monitors work efforts, provides oversight of time and attendance, works with the Continuous Improvement Bureau Chief to ensure a strong team infrastructure to support functional teams and agencies in the quick resolution of cases and Luma system proficiency and confidence.