Sr. IT Customer Success Specialist

About the role

The Sr. IT Customer Success Specialist - Enterprise Application is responsible for serving as the primary liaison between the IT Enterprise Applications team and business users, ensuring enterprise systems deliver a seamless, reliable, and positive experience for all stakeholders across the organization.

What You'll Do

• Serve as the primary point of contact for business users on enterprise application issues, requests, and enhancements
• Triage, prioritize, and manage support tickets related to enterprise applications, ensuring timely resolution
• Partner with IT technical teams to translate business needs into functional requirements
• Monitor system performance and user adoption, proactively identifying areas for improvement
• Conduct regular check-ins and satisfaction reviews with key business stakeholders
• Develop and maintain user training materials, FAQs, and knowledge base documentation
• Facilitate user acceptance testing (UAT) for system updates, patches, and new feature rollouts
• Coordinate with vendors and internal teams to resolve escalated technical issues
• Track and report on customer satisfaction metrics, ticket trends, and system health
• Identify recurring pain points and recommend process or system improvements
• Assist in onboarding new users and departments onto enterprise platforms

The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position's role within the business unit.

What You'll Need To Be Successful

• Work experience in IT customer success, support, or enterprise application administration
• Strong familiarity with enterprise applications such as Workday, Oracle, Salesforce, or ServiceNow
• Good understanding of ERP (Enterprise Resource Planning) and HRIS (Human Resources Information System) platforms
• Experience managing support ticket queues and customer-facing communications
• Strong ability to work within a team setting and cross-functionally with technical and non-technical staff
• Excellent problem-solving and troubleshooting abilities
• Good coordinating and organizational abilities
• Proficient in using a computer and Microsoft Office (Outlook, Word, Excel, etc.)
• Ability to prioritize and manage multiple tasks, changing priorities as necessary
• Ability to work under time pressure and adapt to changing requirements with a positive attitude
• Effective oral and written communication skills as required for the position
• Ability to be self-motivated, proactive and an effective team player
• Ability to interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others

Competencies

• Customer focus
• Computer literacy
• Teamwork
• Comfortable with fast paced environment

Qualifications

• Minimum of 5+ years experience in IT customer success, enterprise application support, or a related role
• Bachelor's Degree in Information Technology, Computer/Information Science, or related discipline
• Can be a combination of education, training, certifications and relevant experience

Working Conditions

• General work environment – sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning
• Noise level is usually low to medium; it can be loud on the jobsite
• We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions
• Occasional lifting of up to 30 lbs

Benefits

• ESOP – Employee Stock Ownership
• 401 K
• Annual bonus program based upon performance, profitability, and achievement
• 17 PTO days per year plus 10 paid holidays
• 3 days of paid sick leave each year
• 3 days of paid Bereavement leave each year
• 3 days of paid Jury Duty
• Medical, Dental, Vision Insurance
• Bonding Leave
• Term Life, AD&D Insurance, and Voluntary Life Insurance
• Disability Income Protection Insurance
• Pre-tax Flexible Spending Plans (Health and Dependent Care)
• Charitable Giving Match with our Rosendin Foundation

Pay

$111,700.00-$146,600.00 Annual. The pay range for this role is what we expect to pay for candidates that meet the specified qualifications and requirements listed on this job description. Candidate's pay can vary based on location, job-related experience, skills, and education.