Career Center

Customer Relationship Analyst

Location: Santa Cruz
Job ID: 47064

JOB POSTING
For full consideration for this job, please apply through the UC Davis Jobs Page. If the link does not work for you, go to your browser settings and clear your cache, or try opening the link in an alternate browser. 

 

NOTIFICATIONS

UC Vaccination Policy: With limited exceptions, COVID-19 vaccinations are required for Covered Individuals under the Policy. Covered Individuals include all employees, students, or trainees who physically access a University facility or program in connection with their employment, appointment, or education/training.

Covered Individuals do NOT include employees who work 100% remotely with NO expectation that they will physically access any University location or program at ANY time. If 100% remote work ends, the employee is subject to policy.

 

INITIAL REVIEW DATE (IRD)

UC Santa Cruz staff jobs are posted until filled. Application materials submitted by 11:59 pm on the IRD will be routed to the hiring unit for consideration. NOTE: Materials submitted after the IRD will be forwarded only at the request of the hiring unit. Submit your materials before the IRD to ensure consideration by the hiring unit.

The IRD for this job is: 01-09-2023

 

ABOUT UC SANTA CRUZ

UC Santa Cruz is a public university like no other in California, combining the experience of a small, liberal arts college with the depth and rigor of a major research university. It's known as an unconventional place where innovation and experimentation is part of the campus's DNA. That playful, bold spirit still thrives today, all on a campus renowned as among the most beautiful in the world.

 

DEPARTMENT OVERVIEW

Risk and Safety Solutions is the primary provider of Enterprise Risk Management (ERM) for the entire University of California system including an expanding commercial client customer base, providing support to over 150,000 end users, nationwide, in the area of Risk Services, Environmental Health and Safety and research. This position works with a high degree of decision-making autonomy, delivering high-level customer support services to RSS clients, business systems and software technologies. This position has extensive influence on UC system- wide technology efforts, which include participation as key stakeholders and collaborators in technology initiatives specific to the environmental health and safety and risk management. The position is tasked with membership in various technology oversight committees including management of complex technical projects, collaborating with business units on product surveys as well direct and frequent contact with RSS technology end users.

More information can be found here: https://careerspub.universityofcalifornia.edu/psp/ucdavis/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&JobOpeningId=40242&PostingSeq=1&SiteId=7&languageCd=ENG&FOCUS=Applicant

 

JOB SUMMARY

Under the general direction of the Customer Success Manager for Risk and Safety Solutions (RSS), the Customer Relationship Analyst serves as a liaison between the customers, product management and the product development teams, providing analysis and support to over 150,000 system users, nationwide, in the area of Risk Services, Environmental Health and Safety and research. Providing outreach, demonstrations and educating interested parties on the capabilities and functionality of available RSS software technologies. Customer Relationship Analyst delivers client management support to onboard and implement systems within the RSS Platform Solutions developing and using Agile implementation plans. Working with a high degree of decision-making autonomy, this position delivers customer support services to RSS clients, business systems and software technologies capturing the functional needs of the expanding EH&S and Risk Management customer base and communicating to the organization to improve products. This position has extensive influence on UC system-wide technology efforts, which include participation as key stakeholders and collaborators in technology initiatives specific to the environmental health and safety and risk management. The incumbent will be tasked with membership in various technology oversight committees including management of complex technical projects, collaborating with business units on product surveys as well direct and frequent contact with RSS technology end users.

 

APPOINTMENT INFORMATION

Salary Information: Salary Range: $66,600/yr. - $125,800/annually. Salary commensurate with skills, qualifications and experience.

No. of Positions: 1

Benefits Level Eligibility: Full benefits

Schedule Information:

• Full-time, Fixed
• Percentage of Time: 100%, 40 Hours per Week
• Days of the Week: Mon-Fri
• Shift Includes: Day

Employee Classification: This is a Career appointment

Job End Date: None

Work Location: UC Santa Cruz Main Campus

Union Representation: Non-Represented

Job Code Classification: BUS SYS ANL 3 (007584)

Travel:  Up to 50% of the time

 

JOB DUTIES

90% - Customer Relationship Management
Work with a multi-faceted Agile team. Develop achievable goals and plans for each stage of the customer relationship management cycle; outreach, adoption, delivery, support and collaboration to increase adoption rates systemwide.

Solicit, analyze and manage all customer feedback and expectations. Develop strategic recommendations to leadership on product priorities and required functionality.

Work directly with customers to implement complex, integrated software within a set timeframe.

Analyze and develop custom implementation plans based on each customer's needs, resources and needs of the department.

Identify potential implementation issues and collaborate with leadership and development teams to resolve/mitigate these impediments Develop marketing, outreach and training materials.

Provide support and training on RSS applications to new or interested users, also as part of the RSS Academy. Develop user guides and knowledge articles for assigned applications.


10% - Other Duties
Member of the RSS Team and participates in staff meetings and other functions and miscellaneous projects as assigned.

 

REQUIRED QUALIFICATIONS

• Bachelor's degree in related area and / or equivalent experience / training
• Customer service experience in the information technology industry, working directly with high-profile customers.
• Experience marketing and implementing large scale complex software systems that span multiple locations and departments.
• Experience with technical project and/or program management managing complex, cross-organizational, multi-stakeholder projects.
• Experience with end-to-end software development lifecycle.
• Experience in providing verbal and written communications to varied audiences.
• Experience in assimilating complex technical concepts, terms and material and explain to non-technical customers.
• Experience in customer service practices, including translating customer needs into effective solutions.

 

PREFERRED QUALIFICATIONS

• Degree and / or experience in Business Administration, Communication, Marketing or related discipline
• Experience in managing projects for which an Agile application development methodology was enforced.
• Experience in coping with a changing environment and shifting priorities
• Experience of Agile software development methodologies, values, and procedures.
• Experience in evaluation and using independent decision-making skills to ensure adherence to policies and standards.
• Experience in maintaining confidentiality and exercising judgement and diplomacy in dealing with sensitive data (e.g. Personal Identifiable Information or PII).
• Skills in team building and conflict resolution

 

SPECIAL CONDITIONS OF EMPLOYMENT

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Ability to travel to multiple work locations on and off campus.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• The University of California has implemented a COVID-19 Vaccination Policy covering all employees. To be compliant with the policy, covered employees must submit proof of vaccination or have an approved exception or deferral, eight (8) weeks from date of hire.

 

SAFETY STATEMENT

All UCSC employees must understand and follow job safety procedures, attend required health and safety training, proactively promote safety at work, and promptly report actual and potential accidents and injuries.

 

HOW TO APPLY

For full consideration for this job, please apply through the UC Davis Jobs Page. If the link does not work for you, go to your browser settings and clear your cache, or try opening the link in an alternate browser. 

 

EEO/AA

The University of California is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.



APPLICANTS ARE REQUIRED TO USE THE UCSC ON-LINE PROCESS
View full job description and access on-line application:
https://careerspub.universityofcalifornia.edu/psp/ucsc/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=11&JobOpeningId=47064&PostingSeq=1

To ensure review of application materials by the hiring unit, they must be submitted on or before the initial review date (IRD) via the Staff Employment Opportunities web site; https://jobs.ucsc.edu. A computer is available at the UC Santa Cruz Staff Human Resources Office located at Scotts Valley Center. The Scotts Valley Center is located at 100 Enterprise Way, Suite E100, Scotts Valley, CA 95066. To learn more or to request disability accommodations, call 831-459-2009. Hearing impaired are encouraged to use the California Relay Service at 800-735-2922. UC Santa Cruz is an Equal Opportunity Employer.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or protected veteran status. UC Santa Cruz is committed to excellence through diversity and strives to establish a climate that welcomes, celebrates, and promotes respect for the contributions of all students and employees.







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