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Customer Success Analyst

Please see Special Instructions for more details.

To ensure consideration, apply by February 6 2018; however, applications may be submitted until the position is filled.

Position Details

Classification Information

University Title Program Coordinator II - 1063
Pay Grade 35
Salary Commensurate with qualifications
Base of Employment P - P&S
Job Category Professional and Scientific
Pay Frequency Monthly

Posting Details

Posting Number 80025P
Working Title Customer Success Analyst
Advertised Employing Department Information Technology Services
Appointment Type Professional & Scientific - Continuous
Proposed Start Date As soon as possible
Proposed End Date or Length of Term
Number of Months Employed Per Year 12
Full or Part Time Full-Time
Summary of Duties and Responsibilities

The Solution Center, located within Information Technology Services (ITS), at Iowa State University is seeking a Customer Success Analyst to provide leadership, and develop a customer success infrastructure. ITS provides core computing, network services, enterprise systems, and information security resources to students, faculty, and staff. ITS also collaborates with technology experts campus wide to provide specialized IT resources to academic and business units. The ITS Solution Center is a team oriented department that provides direct support to faculty, staff, students, and visitors for information technology services and acts as a single point of contact for problem resolution for Iowa State University. The Solution Center’s mission is to help the people of Iowa State University with supported computer software, networking, and service issues. The Solution Center is dedicated to providing friendly, accurate, and professional service to the ISU community.

This position will assist in training, developing, and managing Solution Center staff, create quality assurance processes, write technical documentation, and perform special projects. The team will respond to escalations, facilitate tier-level support, and ensure quality customer interactions with regard to software testing, technical troubleshooting, hardware and software maintenance. The Customer Success Analyst will also collaborate with IT partners to develop enterprise level relationships. The position requires heavy interaction with ISU faculty, staff, and students to respond to incidents and develop consistent support methodologies and standards.

The successful candidate for Customer Success Analyst will be a professional, outgoing, experienced leader with a commitment to the overall success of Solution Center customers. Ideal candidates will also be a resourceful team player and possess outstanding communication and presentation skills. The successful candidate will possess a strong technical aptitude and the flexibility to be on-call and to adjust their work schedule based on the growing needs of the Solution Center and the ISU community.

About Iowa State University and the Ames Community

Iowa State University is classified as a Carnegie Foundation Doctoral/Research University-Extensive, a member of the Association of American Universities (AAU), and ranked by U.S. News and World Report as one of the top public universities in the nation. More than 36,000 students are enrolled and are served by over 6,200 faculty and staff.

Iowa State University is a global and culturally diverse university committed to providing an inclusive, equitable, and diverse environment for both learning and employment. We know that diversity in experience and perspective is vital to advancing innovation, critical thinking, solving complex problems, and building an inclusive academic community. At Iowa State, we translate these values into action by seeking individuals who have experience working with diverse students, colleagues, and constituents. The university has an expectation that all employees will demonstrate a contribution to diversity and inclusion as embodied in Iowa State University’s Principles of Community.

Ames, Iowa is a progressive community of 60,000, located approximately 30 minutes north of Des Moines, and recently voted one of the best college towns in the nation.

Iowa State University is an equal opportunity employer committed to excellence through diversity and strongly encourages applications from all qualified applicants, including women, underrepresented populations, and veterans. ISU is responsive to the needs of dual career couples, is dedicated to work-life balance through an array of policies, and is an NSF ADVANCE institution.

All employees are expected to exhibit and convey good citizenship within the program, the department, college, university activities, collegial interactions, and maintain the highest standards of integrity and ethical behavior.

Required Education and Experience

Bachelor’s degree and 4 years of related experience; OR a Master’s degree and 2 years of related experience; OR a combination of education and/or related experience totaling 8 years unless otherwise specified under supplemental required education and experience. Experience must be at a comparable level and directly related to the duties of this position.

Supplemental Required Education and Experience
Preferred Education and Experience

• Experience providing quality assurance in a customer success related field
• Experience developing performance metrics
• Experience with technical writing
• Experience working in an Agile environment
• Experience with software testing

Location (if other than Ames)
Additional Information
Department Contact Name Susie Eaton
Department Contact Phone 5152942430
Department Contact Email seaton@iastate.edu
Department/Unit Website
Application Instructions

To apply for this position, please click on “Apply for this Job” and complete the Employment Application. Please be prepared to enter or attach the following:

1) Resume/Curriculum Vitae
2) Letter of Application/Cover Letter
3) Contact Information for Three References

If you have questions regarding this application process, please email employment@iastate.edu or call 515-294-4800 or Toll Free: 1-877-477-7485.

Special Instructions Summary

To ensure consideration, apply by February 6 2018; however, applications may be submitted until the position is filled.

Guaranteed Consideration Date 02/06/2018
Pre-Employment Screening

All offers of employment, oral and written, are contingent upon the university’s verification of credentials and other information required by federal and state law, ISU policies/procedures, and may include the completion of a background check and/or a consumer credit check.

Quick Link http://www.iastatejobs.com/postings/31004
EO Statement

Iowa State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, marital status, disability, or protected veteran status and will not be discriminated against. Inquiries can be directed to the Office of Equal Opportunity, 3410 Beardshear Hall, 515 Morrill Road, 515 294-7612, email eooffice@iastate.edu.

Required Licensure(s)/Certification(s)

Preferred Licensure(s)/Certification(s)

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Where did you first learn about this vacancy?
    • ISU Employment Opportunities Website
    • ISU Employee
    • Website
    • Placement Office
    • Trade Journal
    • Newspaper
    • HERC Website
    • LinkedIN
    • Facebook
    • CareerBuilder
  2. Please indicate which specific website, placement office, trade journal, newspaper, or other resource influenced you to apply for this position.

    (Open Ended Question)

  3. * Please describe your experience providing quality assurance in a customer success related field.

    (Open Ended Question)

  4. * Please describe your experience developing performance metrics.

    (Open Ended Question)

  5. * Please describe your experience with technical writing.

    (Open Ended Question)

  6. * Please describe your experience working in an Agile environment.

    (Open Ended Question)

  7. * Please describe your experience with software testing.

    (Open Ended Question)

Applicant Documents

Required Documents
  1. Resume/Curriculum Vitae
  2. Letter of Application/Cover Letter
  3. Reference Contact Information
Optional Documents