New

Customer Success and Solutions Architect

University of California - San Francisco
United States, California, San Francisco
Dec 24, 2024
Customer Success and Solutions Architect IT Payroll Systems Full Time 83011BR Job Summary The Enterprise Applications Customer Success and Solutions Architect at UCSF bridges the gap between IT capabilities and customer needs, ensuring technology solutions are effective and tailored to meet customer needs by addressing key business challenges. The term "customers" refers to internal UCSF business units and mission areas, including: Mission area stakeholders who require Enterprise applications and support IT groups that directly support mission areas (e.g., Education IT, Health IT, and Research IT) Non-mission area Campus stakeholder groups (e.g., Finance & Administrative Services (FAS), Office of Communications) Other IT groups that may have a need for Enterprise applications and support Central to this role is Customer Engagement and Advocacy. The architect builds and maintains responsive relationships with customers, engaging in regular conversations, conducting surveys, and analyzing feedback from various products and systems. This feedback informs product roadmaps, highlights training needs, and enables technology adoption. By mapping customer journeys, the architect identifies pain points and improvement opportunities. They coordinate with other IT teams to advocate for customer needs, aligning strategic institutional and specific customer priorities. Additionally, the architect focuses on Process and Solutions Architecture. Working with Enterprise Systems teams, they design a standard intake process for all teams that closes gaps in current capabilities. This intake process captures essential business, compliance, and operational requirements. Using qualified requirements, the architect develops high-level designs for solutions that integrate seamlessly with existing systems and align with technical roadmaps. Where new capabilities are required, the architect works to incorporate these into the roadmaps. The architect works to align projects and initiatives to Enterprise Systems goals. This role offers indirect supervisory leadership and strategic guidance to all managers and their teams within Enterprise Systems, as well as to business owners across FAS, Health, and Schools. By gathering requirements, collecting feedback, and collaborating on solution design, this position ensures that the needs of our business customers align with the organization's overall strategic goals and roadmaps. Additionally, this role plays a critical part in educating customers on the benefits and best practices of utilizing enterprise-wide solutions over one-off alternatives, fostering consistency, scalability, and long-term impact across the organization. Ultimately, the Enterprise Applications Customer Success and Solutions Architect plays a critical role in ensuring that UCSF's IT department delivers the right capabilities to its customers. Through strong customer engagement, thoughtful process design, and strategic architectural solutions, the architect helps UCSF achieve its institutional goals while bringing clarity and standardization to the customer experience of engaging with Enterprise Systems. The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. The salary range for this position is $124,400 - $291,600 (Annual Rate). To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html Department Description The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. UCSF is technologically and organizationally complex, with both centralized and departmental IT units providing support for enterprise and specialized services. UCSF IT provides education, research, and health technology services, along with shared infrastructure, security, analytics, application, and customer support services, and is essential to the organization's ability to support growth, mitigate security risk, and manage, store and share sensitive information. This position works with the entire Enterprise Systems team and works on technology projects that affect all aspects of UCSF's mission. Required Qualifications Education/Experience Bachelor's degree in related area and / or equivalent experience / training. 7-10 years of experience managing an information technology organization. Relationship Building and Management Understanding of customer relationship management (CRM) principles. Proficiency in building and maintaining strong, responsive customer relationships. Ability to comprehend customer needs and challenges effectively. Excellent oral and written communication skills, including the ability to effectively present technical topics to large groups with potentially varied levels of technical sophistication. Demonstrated ability to work with others from diverse backgrounds. Ability to facilitate and influence people at all levels. Ability to persuade through both logic and appeal to positive motivations. Ability to handle multiple constituencies and their agendas, prioritize potentially competing engagements and tasks, and to deal productively with ambiguity and conflict. Feedback Collection and Analysis Familiarity with survey methodologies and data collection tools. Gathering and analyzing feedback through various channels like dialogue, surveys, and product data. Ability to derive actionable insights from customer feedback. Product and Training Enhancement Awareness of product development processes and training methodologies. Competence in using feedback to influence product roadmaps and identify training needs. Ability to enhance customer adoption of new technologies through targeted initiatives. Customer Journey Mapping Knowledge of customer service-based journey mapping techniques. Proficiency in identifying pain points, locate opportunities, and propose enhancements to products within customer journeys. Cross-Functional Coordination Understanding of both institutional goals and customer priorities, and an ability to ensure alignment between them. Expertise in collaborating with IT teams to advocate for customer needs. Intake Process Design Familiarity with process design and improvement methodologies. Competency in developing a standardized intake process applicable to all Enterprise Systems teams, with customizations to reflect the offerings of the different teams. Ability to capture, analyze, and articulate customer needs accurately. Demonstrated experience with process analysis, systems analysis, process architectures and systems analysis methodologies and practices including traditional waterfall, Agile, Agile Scrum, UML, UML Enterprise, et cetera. Requirements Gathering Strong understanding of business, compliance, and operational requirements in the academic medical center environment. Skilled in thorough needs analysis and requirements documentation. Demonstrated ability to translate business needs into long-term architecture solutions. Expertise in design and development of software and information technology architectures. Knowledge of the organizational environment and complexities of higher education and large research universities to understand client priorities, issues, motivations and constraints. Solution Architecture Design Knowledge of software design principles and frameworks. Proficiency in creating high-level design plans that reflect customer needs. Integration and Alignment Awareness of system integration techniques and technical roadmaps. Competency in ensuring proposed solutions integrate seamlessly with existing technologies. Ability to incorporate new capabilities into technical roadmaps to achieve customer goals within a large and complex technical environment. Requires an in-depth knowledge of the applications programming development function and a broad knowledge of the IT organization. Preferred Qualifications Advanced degree preferred. About UCSF The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world's leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service has prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence - also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity - both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care. Additional information about UCSF is available at diversity.ucsf.edu Join us to find a rewarding career contributing to improving healthcare worldwide. Equal Employment Opportunity The University of California San Francisco 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, age, protected veteran or disabled status, or genetic information. Organization Campus Job Code and Payroll Title 000668 INFO SYS MGR 2 Job Category Clinical Systems / IT Professionals, Professional and Managerial Bargaining Unit 99 - Policy-Covered (No Bargaining Unit) Employee Class Career Percentage 100% Location San Francisco, CA Campus Mission Center Building (SF) Work Style Hybrid Shift Days Shift Length 8 Hours