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Job Offer: Customer Success Manager:Oregon State UniversityJob description:Customer Success ManagerBookmark this Posting Print Preview | Apply for this JobPlease see Special Instructions for more details.To ensure full consideration, applications must be received by 06/28/2024. Applications will continue to be accepted after the full consideration date, until a sufficient applicant pool has been achieved or the position is filled. The closing date is subject to change without notice to candidates.When applying you will be required to attach the following electronic documents: 1) A resume/CV; and 2) A cover letter indicating how your qualifications and practice have prepared you for this position. You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process. For additional information Contact Us by: Alex Sims at alex.sims@oregonstate.edu or 541-737-4956. OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the capability to help us achieve our vision of a diverse and inclusive community. OSU will conduct a review of the National Sex Offender Public website prior to hire. OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide variety of lived practice including involvement with the justice system. This job has ?critical or security-sensitive? responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at our Background Checks website including the for candidates section for more details. If you have questions or concerns about the pre-employment check, Contact Us by OSU's Employee and Labor Relations team at E-Mail: employee.relations@oregonstate.edu. Position DetailsPosition InformationDepartment Accts Payable & Travel (QCU) Position Title Manager 1-Campus Administrator Job Title Customer Success Manager Appointment Type Professional Faculty Job Location Corvallis Benefits Eligible Full-Time, benefits eligible Remote or Hybrid option? Yes Job Summary The Controllers Unit is seeking a Customer Success Manager. This is a full-time (1.0 FTE), 12-month, professional faculty position. The Customer Success Manager is a member of the Accounts Payable department within the Controller's Unit. Accounts Payable provides critical accounting services to campus, including invoice entry, invoice approval, check run processing, tax reporting, vendor master file management, payment remediation, travel booking support, travel system management, credit card administration, employee & non-employee reimbursement, and expense report management. The Customer Success Manager provides direct leadership abilities over accounts payable customer service activities broadly impacting the campus community. Customer service activities span all business verticals within Accounts Payable which typically include Invoice Processing, Payment Processing, Vendor Management, Tax Reporting, Travel, & Expense Management. The Customer Success Manager also participates in the analysis, planning, interpreting, and review of operations as part of the Accounts Payable leadership abilities team. This position supervises the work of a team of professionals, including planning, assigning work, reviewing work, and ensuring quality standards are met as well as training staff and superviseing their productivity. The Controller's Unit has a deep commitment to and belief in the strength and value of diversity, equity, and inclusion, both all over our team and as an intentional and active practice to advance the vision, mission, and strategic efforts of the entire university. As a member of the Controller's Unit, the person in this position is expected to foster and promote the values of diversity, equity, and inclusion and demonstrate a commitment to inclusive excellence in their work. To be prosperous in this function the incumbent must: » Have the capability to think creatively and be highly driven and self-motivated. » Ensure high standards of accuracy and precision and be highly organized. » Be assertive, capability to establish credibility and influence across the organization. » Be results oriented, with demonstrated capability to problem solve. » Be articulate with excellent verbal and written communication skills. » Have the capability to build and maintain collaborative relationships across a wide stakeholder group. » Have the capability to prioritize workload and proactively manage expectations in relation to agreed deliverables, even when faced with competing priorities. » Comply with all statutory obligations and plans and actions to ensure compliance. » Comply with the systems and standards when dealing with internal and external customers. » Be able to work independently with little direct supervision. Why OSU? Working for Oregon State University is so much more than a job! Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don't wait for challenges to present themselves - we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply expertise, tools and skills to build a better future for all. FACTS: • Top 1.4% university in the world • More research funding than all public universities in Oregon combined • 1 of 3 land, sea, space and sun grant universities in the U.S. • 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties • 7 cultural resource centers that offer education, celebration and belonging for everyone • 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates • 35k+ students including more than 2.3k international students and 10k students of color • 217k+ alumni worldwide • For more interesting facts about OSU visit: https://oregonstate.edu/about Locations: Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport. Oregon State's beautiful, historic and state-of-the-art main campus is located in one of America's best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances. Total compensates Package: Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including: • Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents. • Free confidential mental health and emotional support services, and counseling resources. • Retirement savings paid by the university. • A generous paid leave package, including holidays, vacation and sick leave. • Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities. • Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program. Future and current OSU employees can use the Benefits Calculator to lgain more about the full value of the benefits provided at OSU. Key Responsibilities 50% SERVICE DELIVERY & SUPERVISION: » Provide leadership abilities and supervision for direct reports. Hire and ensure training programs are in place for employees. Plan, assign and review work, establishing professional development and performance goals with team. Assess performance through completion of quarterly check ins and annual evaluations. Address grievances, and recommends personnel actions such as promotions, work plans, or disciplinary action. » supervise tasks of Customer Success team including but not limited to Accounts Payable Customer Support, Invoice Coding, Invoice Approvals, Requesting New Vendors, and Invoice Monitoring. » Manage Accounts Payable Support Desk, which requires subject matter skills across all lines of AP business to ensure proper triage and escalation of questions and issues received. Accounts Payable teams supported include Vendor Operations, Invoice Operations, Payment Operations, and Travel & Expense. » Create a culture of trust between university partners and team. » Coordinate with colleagues and business partners internally and external to OSU to identify and advocate for process improvements on behalf of university clients. » Keep apprised of new compliance requirements or business processes changes impacting clients and ensure there are plans to prosperously navigate. » Proactively evaluate and assess the need for training of stakeholders in units served to ensure effective partnerships, information sharing, and compliance with significant policies/procedures. » Establish employee work schedules and approve employee time sheets and leave requests. 25% STRATEGIC PLANNING: » Serve as a member of the Accounts Payable leadership abilities team participating in annual departmental planning and strategic initiatives. » Assist with development of department budget and monitor spending directly attributed to unit activity, including professional development approval. » Work closely with peer managers to address emerging issues, or new initiatives that may impact cross functional team members within the Accounts Payable department. » Support quarterly efforts to track and report on financial metrics within Accounts Payable to provide visibility into health of existing business processes. » Provide subject matter skills on university wide or cross departmental initiatives, projects, or workgroups. 15% REPORTING & MONITORING » Monitor entered, unapproved invoices at risk of becoming past due. » Conduct invoice post monitoring activities to ensure compliance with university rules which can include monitoring for invoices not appropriately tied to Purchase Orders or Contracts, invoices not properly flagged as requiring prepaid amortization. 5% OUTREACH & TRAINING: » Assist other Accounts Payable subject matter expert teams in creating and maintaining training content for campus community located on current landscape customer support triage. » Partner with other Accounts Payable teams to deliver ad-hoc training to campus community. » Maintain annual communications plan related to common topics of outreach & reminders for portfolio of business processes. 5% OTHER tasks: » Provide support in audit examinations. Assist with monthly closing process and communication to campus. Participate in year-end close functions including planning deadlines for year-end account processes and procedures and attendance in year-end close meetings. Assist with testing and communication of technology updates specific to AP functions. Other projects and activities as assigned by the Director of Vendor Payment Strategies. What You Will Need » Bachelor's degree in Accounting, Business, or related discipline. » 5 years of practice in accounting, financial services, or related field/discipline. » 2 years of specific practice working in an Accounts Payable Office or Related Accounts Payable Position. » Demonstrable commitment to foster an inclusive and collaborative environment for staff, customers, and campus community. This position is designated as a critical or security-sensitive position; therefore, the incumbent must prosperously complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. Core Competencies: » Excellent verbal and written communications skills. » practice presenting technical financial data and information to others. » Process expertise - Make informed decisions regarding the level of process standardization and how best to improve Information technology with best practices and emerging technologies. » Problem-solving - Identify core process breakdowns, analyze potential causes. Identify options to implement the most effective solutions. Understand customer needs and innovate to serve and solve any issues customers have. » Excellent time management skills. Must be self-motivated, schedule workflow, and anticipate deadlines. » A demonstrated commitment to promoting and enhancing diversity. What We Would Like You to Have » Three (3) years of practice managing or supervising accounts payable activities. » practice in leading customer service-oriented teams » practice managing customer service ticketing/support systems » practice in Higher Education. Working Conditions / Work Schedule Office environment. Pressure to meet deadlines. May involve working long hours during periods of time with critical deadlines or competing priorities Flexible schedules and hybrid work arrangements are considered located on manager approval.. Pay Method income Pay Period 1st through the last day of the month Pay Date Last working day of the month Recommended Full-Time income Range $72,216 - $85,776 Link to Position Description https://jobs.oregonstate.edu/position_descriptions/104335 Posting Detail Information Posting Number P08182UF Number of Vacancies 1 Anticipated Appointment Begin Date 08/01/2024 Anticipated Appointment End Date Posting Date 06/14/2024 Full Consideration Date 06/28/2024 Closing Date 07/05/2024 Indicate how you intend to recruit for this search Competitive / External - open to ALL qualified candidates Special Instructions to candidates To ensure full consideration, applications must be received by 06/28/2024. Applications will continue to be accepted after the full consideration date, until a sufficient applicant pool has been achieved or the position is filled. The closing date is subject to change without notice to candidates. When applying you will be required to attach the following electronic documents: 1) A resume/CV; and 2) A cover letter indicating how your qualifications and practice have prepared you for this position. You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process. For additional information Contact Us by: Alex Sims at alex.sims@oregonstate.edu or 541-737-4956. OSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the capability to help us achieve our vision of a diverse and inclusive community. OSU will conduct a review of the National Sex Offender Public website prior to hire. OSU is a fair chance employer committed to inclusive hiring. We encourage applications from candidates who bring a wide variety of lived practice including involvement with the justice system. This job has ?critical or security-sensitive? responsibilities. If you are selected as a finalist, your initial job offer will be contingent upon the results of a job-related pre-employment check (such as a background check, motor vehicle history check, sexual misconduct reference check, etc.). Background check results do not automatically disqualify a candidate. Take a look at our Background Checks website including the for candidates section for more details. If you have questions or concerns about the pre-employment check, Contact Us by OSU's Employee and Labor Relations team at E-Mail: employee.relations@oregonstate.edu. Supplemental QuestionsRequired fields are indicated with an asterisk (*).» * Please describe what Diversity, Equity, and Inclusion (DEI) means to you, and how you would incorporate DEI into your work in the Accounts Payable department? (Open Ended Question) Documents Needed to ApplyRequired Documents» Resume » Cover LetterOptional Documents » VETERANS ONLY: Must provide proof of Veteran Status (DO NOT upload any unrelated documentation - information uploaded to this field will be removed once reviewed) Skills:
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