The University of Michigan Shared Services Center (SSC) is a customer service organization focused on providing user-friendly and cost-effective administrative services to the university community. The SSC offers main financial and human resource transaction services to customers through processes and promoting technology.
Reporting to the Customer and Staff Experience Manager, each Customer Relationship Manager (CRM) serves as an important member of the SSC Support Team. Each CRM's main focus is on customer relationship management. You will build and sustain trusted relationships to help customers understand our services, clarify best practices, communicate impactful changes, deliver performance metrics and listen when there is an issue. As a team, CRMs are important to the success of the SSC as they help staff and leadership understand our customer's work, processes, similarities, uniqueness, and their feedback which helps us to provide a customer experience which meets the needs of every customer. The ideal candidate must be flexible as this position is an ever-changing role and must be able to help grow and shape the role and the team and bring partners and customers along with them.
Note : You will be required to occasionally travel to all campuses by personal vehicle to meet with customers locally (i.e. Ann Arbor campus) and at regional campuses (i.e. Flint / Dearborn).
Visa Sponsorship is not available for this position
Knowledge of University of Michigan policies Advise SSC leadership on organizational and business development strategy and new partnership opportunities In-depth understanding of SSC services and provides guidance / awareness to customers Build and sustain trusted relationships with customers and solicit feedback on service output and communicate the customer pulse Meet and work with customers to develop a comprehensive understanding of their organizational needs and business processes Understand and deliver reports on Service Level Agreements (Service Level Agreements) identified at organization-wide, functional, and unit levels through established scorecards Evaluate and respond to issues / trends that cross multiple customers Promote and contribute to projects that focus on delivering high-quality customer-centric service Evaluate and prioritize participation in campus initiatives, especially those that relate to customer/partner relations, and high-quality service delivery Advise SSC leadership and project teams to: improve alignment to customer needs, recommend or facilitate engagement and communications with customers, provide direct input on customer perspective, assess main changes and issues which may influence customers Other responsibilities as assigned Bachelor's degree in related field (Finance, HR, or Business preferred) or 5 years experience in Customer Service, Customer Relations, Finance, HR, or related field Experience:
Relevant organizational strategy and business development experience (3+ years experience) Demonstrated history of building relationships with customers, partners and high-level executives Manage conversations which may be difficult or negative and deliver a positive outcome Experience gathering information from many sources and analyze to help assist leadership with decisions Presentation and negotiation skills Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.
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