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.
Apply By Date
7/18/2024 at 11:59pm
Qualifications
Minimum Qualifications
For full consideration, applicants are encouraged to upload license, certification and/or educational degree if required of the position.
Bachelor’s degree in Business Administration, Communication, Marketing/related discipline, or equivalent experience/training.
Experience marketing and implementing large scale complex software systems that span multiple locations and departments.
Experience with technical project and/or program management administering complex, cross-organizational, multi-stakeholder projects.
Experience with end-to-end software development lifecycle.
Experience assimilating complex technical concepts, terms & material and explaining to non-technical customers.
Experience in customer service practices, including translating customer needs into effective solutions, providing verbal and written communications to varied audiences.
Knowledge of customer service in the information technology industry, working directly with high-profile customers.
Preferred Qualifications
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.
Key Responsibilities
90% - CUSTOMER RELATIONSHIP MANAGEMENT
10% - OTHER DUTIES AS ASSIGNED
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.
THIS POSITION IS NOT A VISA OPPORTUNITY
Position Information
Salary or Pay Range: $75,000/yr. - $135,600/yr.
Salary Frequency: Monthly
Salary Grade: 22
UC Job Title: BUS SYS ANL 3
Number of Positions: 5
Appointment Type: Career
Percentage of Time: 100% Fixed
Shift Hours: M-F, Hours TBD
Location:
UCLA/UCLAH
UCSD/UCSDH
UCSB
UCB/Bay Area
UCM
Union Representation: No
Benefits Eligible: Yes
Hybrid/Remote/On-Site: Hybrid
Benefits
Outstanding benefits and perks are among the many rewards of working for the University of California. UC Davis offers a full range of benefits, resources and programs to help you bring your best self to work, as well as to help you and your family achieve your health, wellness, financial and career goals. Learn more about the benefits and eligibility rules by visiting Benefits Summary for UC Davis Health Employees or Benefits Summary for UC Davis Employees and our Benefits Page .
If you are represented by a union, benefits are negotiated between the University of California (UC) and your union and finalized in a contract. Read your bargaining unit's employment contract, stay abreast of current negotiations and learn about collective bargaining at UC: https://ucnet.universityofcalifornia.edu/labor/bargaining-units/index.html
High quality and low-cost medical plans to choose from to fit your family’s needs
For eligible roles, UC pays for Dental and Vision insurance premiums for you and your family
Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
Paid Holidays annually as stipulated in the UC Davis Policies or Collective Bargaining Agreement
Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Policies or Collective Bargaining Agreement
Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Policies or Collective Bargaining Agreement
Access to free professional development courses and learning opportunities for personal and professional growth
WorkLife and Wellness programs and resources
On-site Employee Assistance Program including access to free mental health services
Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans. More information on our retirement benefits can be found here
UC Davis cares about building a community, which is why we provide resources to enhance diversity, equity and inclusion as well as Employee Resource Groups (ERGs) to support our staff
Physical Demands
Mental Demands: Analytical and Problem Solving, Customer Contact, Detailed Work, Multiple Concurrent Tasks, Reading (documents or instruments), Reasoning, Training, Verbal Communication, Written Communication
Visual Acuity Requirements: Close Visual Acuity (e.g., viewing a computer screen; using measurement devices)
Noise Conditions: Quiet Noise Conditions
Additional Physical Demands:
Work at computer and view monitors for long periods of time.
On occasion, move and maneuver various types of computer equipment and supplies up to 30 lbs.
Equipment Used to Perform the Duties: Computer and Peripheral Equipment, Telephone
Work Environment
Work in a busy office environment with frequent interruptions.
Due to the mission-critical services provided by this department, this position may work hours other than M-F 8-5, especially in response to system problems and peak workload demand.
Vacation is restricted during peak work periods. Travel is required.
Adhere to workplace safety practices, read information communicated about workplace safety, complete required safety training on time, and report any workplace safety issues promptly to their supervisor or the designated safety coordinator.
UC Davis is a smoke and tobacco free campus effective January 1, 2014. Smoking, the use of smokeless tobacco products, and the use of unregulated nicotine products (e-cigarettes) will be strictly prohibited on any UC Davis owned or leased property, indoors and outdoors, including parking lots and residential space.
Special Requirements
This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.
Diversity, Equity, Inclusion and Belonging
At UC Davis, we’re solving life’s most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don’t just maintain - we improve. We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds, and you belong here. As you consider joining UC Davis, please explore our Principles of Community , our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected . The University of California, Davis 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.
For the University of California’s Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20 .
For the University of California’s Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination .
Because we want you to be seen, our recruiting process at UC Davis fosters authenticity, diversity, and inclusion. Studies have shown that some people may not apply to jobs unless they meet every single qualification. Each unique role at UC Davis has a set of requirements and you could be perfect for this role, or you could be perfect for the next role! Don’t meet all the requirements? We still encourage you to apply! #YouBelongHere
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Higher Education
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