Customer Success Management

Announcement

Details

Open Date 07/17/2026 Requisition Number PRN45678B Job Title Customer Success Management Working Title Customer Engagement & Partnerships Manager Career Progression Track M00 Track Level M3 - Manager, M2 - Senior Supervisor FLSA Code Administrative Patient Sensitive Job Code? No Standard Hours per Week 40 Full Time or Part Time? Full Time Shift Day Work Schedule Summary

M-F, 8a-5p, some weekends and holidays

VP Area President Department 00435 - University Campus Store Location Campus City Salt Lake City, UT Type of Recruitment External Posting Pay Rate Range $65,000 - $70,000 DOE Close Date 10/17/2026 Priority Review Date (Note - Posting may close at any time) Job Summary

The University of Utah Campus Store is seeking a Customer Engagement & Partnerships Manager who leads the Campus Store's customer engagement strategy for university departments while overseeing the Customer Care function to deliver an exceptional customer experience across all campus partnerships. This role serves as the primary relationship owner for university departments, building strong, trust-based relationships while growing institutional business and ensuring seamless support throughout the customer journey.

Working collaboratively with Sales, Purchasing, Fulfillment, Operations, and Customer Care, this position is responsible for strengthening campus partnerships, improving customer service processes, resolving complex customer issues, and driving continuous improvement across departmental sales and service operations. The manager serves as a visible ambassador for the Campus Store and plays a key leadership role in advancing customer satisfaction, operational excellence, and long-term departmental engagement.

Why Work at the University Campus Store?

At the University of Utah Campus Store, we make campus a family.

Every member of our team contributes to the success of students, faculty, staff, alumni, and visitors. Whether providing course materials, technology solutions, Starbucks beverages, official University merchandise, or exceptional customer service, our employees play an important role in supporting the University community.

We believe that hiring is about more than filling positions. We seek individuals who are committed to service, collaboration, accountability, and creating an environment where others feel welcomed and supported.

If you are passionate about helping others succeed and want to contribute to a positive campus experience, we encourage you to apply.

Learn more about our mission and values here www.store.utah.edu

Learn more about the great benefits of working for University of Utah: benefits.utah.edu

Responsibilities

• Serve as the primary relationship owner for campus departments, building and maintaining strong, trust-based partnerships.
• Lead proactive outreach and engagement efforts to grow institutional accounts and increase Campus Store utilization.
• Act as a campus-facing ambassador, representing the Campus Store in meetings, events, and cross-campus initiatives.
• Provide consultative support to departments on purchasing options, product solutions, and Campus Store services.
• Partner with the Technology Buyer, Planner, and buying team to anticipate departmental needs, support product availability, and align merchandise offerings with customer demand.
• Collaborate closely with Fulfillment, Purchasing, Operations, and Sales teams to ensure accurate and timely execution of departmental orders.
• Lead UShop training and education efforts, ensuring departments understand and effectively utilize ordering systems and purchasing processes.
• Track key accounts, purchasing trends, customer feedback, and service metrics to identify opportunities for growth and operational improvement.
• Develop and execute targeted communication and outreach strategies for high-value and repeat customers.
• Assume primary leadership responsibility for the Campus Store Customer Care function.
• Oversee the daily operations of Customer Care in partnership with the Sales team and Customer Care staff.
• Establish service standards and ensure timely, accurate, and professional responses to customer inquiries.
• Oversee customer communications related to order status, order issues, special orders, and departmental support requests.
• Manage escalated customer concerns and ensure timely resolution while maintaining a high level of customer satisfaction.
• Coordinate communication between Sales, Purchasing, Fulfillment, Operations, and Customer Care to improve transparency and responsiveness throughout the order lifecycle.
• Integrate Customer Care processes with Sales operations to improve communication, reduce handoffs, and enhance the overall customer experience.
• Ensure customers have access to knowledgeable team members who can assist with purchasing decisions, departmental sales, special orders, and vendor-related inquiries.
• Monitor Customer Care performance, response times, and customer satisfaction metrics, using data to identify trends and opportunities for improvement.
• Develop and implement process improvements that enhance operational efficiency, customer service, and cross-functional collaboration.
• Provide regular reporting and recommendations regarding customer trends, recurring concerns, and service improvement initiatives.
• Promote a customer-first culture focused on responsiveness, accountability, service excellence, and continuous improvement.

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).

Department may hire employee at one of the following job levels:

Manager, Customer Success Management: Requires a bachelor's (or equivalency) + 6 years or a master's (or equivalency) + 4 years of directly related work experience.

Preferences

• Experience in relationship management, account management, sales, or customer engagement roles.
• Strong interpersonal and communication skills, with the ability to build credibility and trust across diverse campus stakeholders.
• Demonstrated ability to work cross-functionally and influence outcomes across multiple teams.
• Customer-focused mindset with a commitment to service excellence and continuous improvement.
• Ability to analyze data, identify trends, and translate insights into actionable strategies.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Experience in higher education, retail operations, or institutional sales environments preferred.
• Familiarity with e-commerce or ordering platforms (e.g., UShop or similar systems) is a plus.

Type Benefited Staff Special Instructions Summary Additional Information

The University is a participating employer with Utah Retirement Systems ("URS"). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS' post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu

https://publicsafety.utah.edu/safetyreport/ This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• • What is your highest level of completed education?

• None

• High School Diploma or Equivalent

• Associate Degree

• Bachelor's Degree

• Master's Degree

• Doctorate Degree

• • How many years of related work experience do you have?

• Less than 2 years

• 2 years or more, but less than 4 years

• 4 years or more, but less than 6 years

• 6 years or more, but less than 8 years

• 8 years or more, but less than 10 years

• 10 years or more, but less than 12 years

• 12 years or more, but less than 14 years

• 14 years or more

Applicant Documents

Required Documents

Optional Documents

• Resume
• Cover Letter