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Customer Success Manager 1 (GTA)

• Georgia - Fulton - Atlanta (https://ga.referrals.selectminds.com/jobs/74328/other-jobs-matching/location-only)

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Information Technology

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Technology Authority, Georgia - GTA

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2 days ago Post Date

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Georgia Technology Authority (GTA) a Great Place to Work® certified!

The Georgia Technology Authority (GTA) is currently seeking a Customer Success Manager 1 – in the Office of Business Management, Customer Success Team

The Georgia Technology Authority (GTA) currently manages the delivery of IT infrastructure services to 89 Executive Branch agencies and managed network services to more than 1,200 state and local government entities. IT infrastructure services encompass mainframes, servers, service desk, end user computing, disaster recovery and security. Managed network services include the state’s wide and local area networks, voice, cable and wiring, and conferencing services.

Want to know more about our AWARD-WINNING Authority visit: https://gta.georgia.gov/

This position may close after a suitable candidate pool is received.

JOB SUMMARY:

The GTA Customer Success Manager (CSM) serves customers from State of Georgia agencies and local government municipalities. The CSM is a vital partner to customers and is responsible for their success in the use of Georgia Technology Authority’s (GTA) IT services and its service providers. The CSM actively leads, plans, manages, and supports their customer organization in realizing the full potential and business value of GTA’s IT services. The CSM is where the buck stops in terms of their customer’s success and satisfaction with GTA services.

The CSM leads and/or participates in the following practice areas:

• Business and IT Planning

• Performance Measuring

• Business and IT Operations

• Incident and Issue Management

• Client Communication and Management

• Service Provider Management

• Service Requests and Support

• Change Management

Essential to the CSM’s success is that they understand their customer’s mission and business objectives and they successfully apply themselves and GTA services to that mission and objectives. The CSM is skilled at understanding and operating effectively in customer business domains, technology domains, and within various organization layers of GTA and their customer’s. The CSM is adept at working through GTA business processes to lead and manage their client work and issues. When needed, the CSM applies keen organizational navigation and sensing skills within the customer agency and GTA to advocate for and accelerate system solutions and issue resolutions for their customer, across GTA and the Georgia Enterprise Technology Services (GETS) Program’s family of service providers. The CSM serves as an advocate for GTA customer agencies.

Operationally, the CSM is the customer agency’s first point of escalation for issues related to service levels, expected GETS outcomes, and services. In addition, the CSM leads GETS financial reviews with their customer for the purposes of assisting the customer agency in understanding their GETS investments and correlating those investments to their business outcomes. The CSM manages and builds direct relationships between GTA, the customer agencies, and the supporting role of the Service Tower Provider partners. The CSM has a full understanding of services, a firm understanding of the customer’s business goals, objectives, and IT needs and knows how to get work done within the State program.

The CSM 1 works directly with a CSM Sr., who will serve as a mentor to the CSM 1 and will assist in covering large and complex assignments while expanding their knowledge of the GETS program and the agencies we serve.

Responsibilities -

• Continuously leads customer forward-planning using knowledge from customer roadmaps and GTA GETS roadmaps

• Drives customer success and outcomes through the adoption of GETS services

• Provides effective and timely communication at required levels between customer and GETS service teams

• Advocates to customers for GETS services

• Leads existing customers to increase their adoption of GTA services

• Actively pursues new customers in adoption of GTA services

• Actively represents customer interests at Governance forums at scheduled business and service review meetings

• Leads monthly business reviews that address SLA performance, financial and chargeback activity, technology planning, and continuous improvement opportunities to service operations

• Leads resolution of customer GETS services according to SLA objectives

• Participates in incident and change management events

• Performs other duties as assigned

Core Competencies:

• Leadership and management of successful outcomes in a managed services environment

• Effective communicator and proven leader with the ability to conceptualize, plan, document and communicate effectively regarding agency business activities and technology

• Engaged in service management principles and practices

• Leadership and management in matrixed organizations

• Problem analysis (experience in root cause analysis) and problem resolution

• Negotiation and influence skills

• Collaboration and partnering skills

• Strong and effective verbal and written communication across diverse audiences

• Track record of successful project implementations

Additional Selection Requirement:

Candidates selected for an interview will be required to complete a written exercise to assess their communication skills, critical thinking, and ability to clearly document information relevant to the Customer Success Manager role.

AGENCY SPECIFIC QUALIFICATIONS:

Minimum Qualifications:

• Bachelor’s degree in Computer Science, a related field, or equivalent work experience/certifications

• 7 years of experience in technology organizations, including at least 3 years in IT service delivery or in a customer/business relationship role

• Experience in IT Service Delivery organizations or shared services organizations

• Experience working with external customers

• Experience working in a team-oriented, collaborative environment

• Strong presentation and facilitation skills

Note: An equivalent combination of education and job-specific experience that provided the knowledge, experience, and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Preferred Qualifications

(Preference will be given to candidates who demonstrate some or all of the following skills/experience):

• Experience managing IT Service Delivery

• Experience working with state and/or local government organizations

• Experience with GTA’s GETS program

• Experience managing people

• Vendor Management experience

• Experience working in a team-oriented, collaborative environment

• Experience or certification with PMP and ITIL

OFFICE LOCATION/WORKER TYPE/ COMPENSATION/ADDITIONAL DETAILS:

Office Location: 47 Trinity Ave, Atlanta GA

Worker Type: Hybrid – (in-office: 2-3 days per week)

Target Hiring Salary Range: * $58,000 - $74,200

*Current Georgia state government employees will be subject to SPB rule provisions.

EARN MORE THAN A SALARY! In addition to a competitive salary, the Georgia Technology Authority offers a generous benefits package, which includes employee retirement plan; paid holidays annually; vacation and sick leave; health, dental, vision, legal, disability, accidental death and dismemberment, health and childcare spending account; in addition to telework opportunities depending upon position. More information on Benefits: https://team.georgia.gov/my-benefits/

Due to the volume of applications received, we are unable to provide information on application status by phone or e-mail. All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification. This position may close after a suitable candidate pool is received.

Georgia Technology Authority does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Additional Information

+ Agency Logo:

+ Requisition ID: INF02SB

+ Number of Openings: 1

+ Advertised Salary: $58,000 - $74,200

+ Shift: Day Job

+ Posting End Date: Dec 3, 2025