Customer Success Manager

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.
• Makes sure their direct reports' daily work activities lead to the successful achievement of team goals; includes organizing, prioritizing, and assigning work; supervising status of work in progress and inspecting completed work.
• Ensures departmental compliance with all applicable laws, policies and procedures: immediately takes action to correct any violations or 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.
• Shows situational and operational awareness to proactively identify potential issues and blind spots and address them appropriately.
• 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

• Maintains oversight of collections and receipting of over-the-counter tax payments.
• Maintains quality control and benchmarks for customer interactions.
• Prepares or assists in the completion of various forms, reports or requests for information.
• Maintains insight on collections activity and trends.
• Maintains and updates procedural documentation.

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.
• Aids 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.
• Maintains or, when appropriate, prepares and updates, operating procedures and/or policies.
• Performs other related duties as required.