Client Relations and Product Manager

About the Opportunity
The Client Relations and Product Manager is responsible for building relationships with internal System Office employees and Board of Governors (BOG) and managing the applications suite for the System Office to include product planning, delivery, training and marketing throughout the product lifecycle to meet the IT application business needs of System Office employees. The Client Relations and Product Manager will develop a vision and roadmap for products and solutions, based on input from internal stakeholders, customers, market research and their own industry insight with emerging technologies. They will work closely with key stakeholders to deliver products that align with the organizational vision and that deliver a consistently high-quality standard. The manager will identify the key benefits and value of products, track KPIs and create plans to address the System Office business needs. This will be used to create and maintain application life cycles and plans. They will also coordinate and conduct training of applications to improve efficiency for the organization.

This position will be the primary point of contact for the monthly BOG conference meeting IT needs. The manager needs to have a strong working IT knowledge to understand the technology used in supporting System Office operations as well as continuously evaluate new technology for deployment across the System Office. They must be friendly and customer service oriented to foster positive client relationships even through high-stress circumstances when dealing with dissatisfaction. The manager shall handle complaints and collaborate with internal teams to resolve them and implement change. This position will oversee the End User Support team including the End User Support Manager, an End User Support Analyst, two End User Support Technicians, and the End User Support interns.

This position will work on site in our state-of-the-art high-rise office space in the Dillon Building located in Raleigh's vibrant Warehouse District. Covered on-site downtown parking is free to our employees. Employees will also have free access to a gym on site, the benefit of being down the block from the Morgan Street Food Hall & Market, as well as other local dining, arts and shopping amenities.

About the UNC System Office
The UNC System Office includes the offices of the President and other senior administrators of the multi-campus University of North Carolina System. The UNC System is a treasured public institution dedicated to serving the people of North Carolina through world-class teaching, research, and community engagement. Today, nearly 250,000 students are enrolled in our 16 universities across the state and at the NC School of Science and Mathematics. System Office staff is responsible for executing the policies of the UNC Board of Governors and providing University-wide leadership in the areas of academic affairs, business and financial management, long-range planning, student affairs, research, legal affairs, and government relations. The UNC System Office also has administrative oversight of a number of University affiliates, including PBS North Carolina, the North Carolina Arboretum, the NC State Education Assistance Authority, and University of North Carolina Press.

About the Team
The Information Technology division works collaboratively with UNC constituent institutions to help ensure efficient and cost-effective integration of new technologies that meet common and unique needs of the 17 institutions. The division is also charged with managing the highly complex enterprise-wide data modernization efforts that will enable the System to better monitor, evaluate, and manage our enterprise; as well as facilitate timely comparisons across the 17 institutions and create better data-sharing capabilities for smarter and more efficient data-driven decisions.

Minimum Education, Experience, and Skills
Master's and 1-2 years' experience; or Bachelors and 2-4 years' experience; or will accept a combination of related education and experience in substitution.

Classification: IT Client Support Manager II
Appointment Type: Permanent
Full-Time/Part-Time: Full-Time
Employment Type: EHRA
EHRA Category: Instructional, Research and Information Technology
Location: Raleigh, NC
Position Number: 20035669
Special instructions to applicants: The position remains open until filled, but applications received by June 30, 2023 will be given priority consideration.

Equal Employment Opportunity and Other Information
The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.
The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is a VEVRAA Federal Contractor.
To claim veteran's preference, all eligible persons must indicate their eligibility as requested on the application. A DD Form 214, Certificate of Release or Discharge from Active Duty, may be required later in the selection process.
The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Human Resources Contact Information
Applicants needing assistance with the application process are asked to contact: recruiter@northcarolina.edu.