IT Customer Success & Development Manager

IT Customer Success & Development Manager

Salary

$81,910.40 - $130,977.60 Annually

Location

126 N. St. Andrews Street, Dothan, AL

Job Type

FULL TIME

Job Number

094-26-01

Department

Information Technology

Opening Date

07/15/2026

Closing Date

7/28/2026 11:59 PM Central

FLSA

Exempt

• Description
• Benefits
• Questions

Description

The IT Customer Success & Development Manager position is a member of the IT Leadership Team responsible for leading and managing Information Technology customer support, user adoption, training, and customer development initiatives. This position plans, develops, and manages enterprise-wide customer success programs, technical training initiatives, service improvement efforts, and end-user engagement strategies to maximize the use of Information Technology services and solutions in support of departmental goals.

Major Duties

• Leads and manages enterprise-wide Information Technology customer success, user adoption, workforce development, and service improvement initiatives.
• Manages the Information Technology Service Desk, Help Desk, and customer support operations to ensure the effective delivery of technical support services and exceptional customer experiences.
• Develops and administers customer success strategies, service standards, and performance objectives that align with organizational goals and Information Technology service delivery requirements.
• Develops, monitors, and reports on service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction metrics, service trends, and operational effectiveness.
• Designs, develops, coordinates, and delivers Information Technology training programs and learning resources, including instructor-led training, virtual training, instructional videos, e-learning content, technical systems training, and end-user technology adoption programs.
• Develops, maintains, and administers enterprise-wide learning resources, including training libraries, knowledge management systems, user guides, technical documentation, knowledge base articles, standard operating procedures, and self-service support materials.
• Conducts training needs assessments and develops workforce development strategies to improve employee knowledge, technical proficiency, and effective use of Information Technology systems and services.
• Leads user adoption, communication, and organizational change management activities associated with Information Technology implementations, upgrades, and service enhancements.
• Collaborates with Information Technology divisions, department leaders, vendors, and stakeholders to identify customer needs, service gaps, training requirements, and opportunities for continuous improvement.
• Serves as the primary point of contact for customer experience initiatives, service improvement programs, training efforts, and user engagement activities.
• Conducts customer satisfaction surveys, service reviews, feedback sessions, and operational assessments to identify trends, measure effectiveness, and recommend corrective actions.
• Analyzes support trends, service requests, incident data, training effectiveness metrics, and customer feedback to identify opportunities for process improvement and operational efficiencies.
• Establishes and maintains customer service, training, knowledge management, and documentation standards, methodologies, and best practices.
• Participates in the planning, evaluation, testing, implementation, and adoption of new technologies, applications, and Information Technology services.
• Coordinates with vendors, consultants, and service providers regarding customer support services, training resources, knowledge transfer activities, and technology adoption initiatives.
• Develops recommendations for software, hardware, training technologies, learning platforms, customer engagement tools, and service improvement solutions based on business and operational needs.
• Assists in the development and administration of departmental budgets related to training, customer success initiatives, service improvement programs, and learning technologies.
• Manages and supervises assigned personnel; recruits, trains, assigns, directs, coaches, mentors, evaluates, and disciplines personnel.
• Develops career development pathways, succession planning initiatives, employee growth opportunities, and professional development programs for customer support and Information Technology personnel.
• Advises management regarding customer experience trends, workforce development needs, training strategies, service performance, and organizational readiness for technology change.
• Performs related duties as assigned.

Minimum Qualifications

• Graduation from an accredited* college or university with an Associate's degree in Information Technology, Computer Science, Management Information Systems, Project Management, or closely related field; and
• Six (6) years recent experience managing a customer service center, help desk, service desk, technical support center, or similar customer-facing support operation, including responsibility for service delivery, customer satisfaction, performance metrics, staff supervision, escalation management, and process improvement; and
• Two (2) years recent experience designing, developing, and delivering formal instructor-led training programs, including curriculum development, technical systems and application training, new employee onboarding, user adoption training, knowledge transfer, learning assessment, and technical skill development for end users and IT personnel.
• Five (5) years recent government/municipal experience in delivering information technology project(s) preferred.
• Graduation from an accredited* college or university with a Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Project Management, or a closely related field preferred.
• Possession of current and valid Information Technology Infrastructure Library (ITIL): Managing Professional (MP), Strategic Leader (SL), Practice Manager (PM), ITIL Master; or Service Desk Institute (SDI) Service Desk Manager (SDM), or other customer service, training, leadership, or workforce development certification preferred.
• Accredited through an agency recognized by the U.S. Department of Education (USDE) or the Council for Higher Education (CHEA).

CONDITION OF EMPLOYMENT/PROMOTION/DEMOTION/TRANSFER

Employees are required to complete Certification of Understanding & Condition of Employment/Promotion/ Transfer/Demotion forms (Personnel department). Employees will also be required to complete an Information Technology Support Services Employee Confidentiality Agreement (IT department).

NECESSARY SPECIAL REQUIREMENTS

• Possession of a valid drivers license and acceptable driving record. (PBA 9/10/01)

• Employees in this position are required to obtain and maintain ITIL 4 Foundation certification and the CompTIA A+ certifications within one (1) year of employment/promotion/demotion/transfer.

• Employees are required to complete the Information Technology Support Services Employee Confidentiality Agreement (IT department).

• Employees in this position are fingerprinted within 30 days of hire/promotion/transfer/demotion.

• An applicant for this position is subject to various background investigations up to and including criminal, credit, past employment, and reference checks.

• An applicant for this position is subject to extensive background checks (since the age of majority) to determine eligibility and ensure requirements are met for this position.

• Employees in this position are required to complete and pass the Criminal Justice Information System (CJIS) security training and exam annually after the initial training.

• Employees in this position must pass a criminal background check every five (5) years after initial/pre-employment.

• Employees are required to submit to Drug and Alcohol testing in accordance with the City of Dothan policy, which includes pre-employment and random tests for the duration of employment in this position. (PBA 8/13/12)

• Must meet the City of Dothan's employment physical standard, which includes drug/alcohol testing.

Application / Examination

Qualified applicants will be evaluated based on training and experience as documented on their application. This evaluation will comprise 100% of their final grade.

Applicants with a disability who feel they need accommodation should contact the Personnel Department in writing on or before the closing date of this advertisement by emailing jobs@dothan.org.

An Equal Opportunity, Affirmative Action Employer

The City of Dothan provides a diverse package of benefit programs:

• Vacation: 12 Vacation Days per calendar year

• Holidays: 12 Paid Holidays per calendar year

• Medical and Dental Insurance: Offered through Blue Cross/Blue Shield of Alabama. Rates vary based on coverage selected

• Retirement Plan: Administered through the Retirement Systems of Alabama

• Life Insurance: Administered through Unum Life. No cost for eligible employees

• Military Leave: up to 21 working days per calendar year with Military Orders

• Direct Deposit: Employees may elect to have their payroll check deposited directly into their bank account

• Employee Health Clinic: Industrial Nurse on duty for work related injuries and minor illnesses

Other benefits include: Cafeteria plan, Credit Union, Deferred Compensation plans, Employee Assistance Program, Physical Fitness Program, Jury Duty Leave and more.....

Note: All benefits are subject to eligibility requirements. Individuals are responsible for any related fees or charges that may apply.

01

Supplemental Questions: This information will be used to determine your placement on the employment register and if you meet the basic qualifications as listed on the job posting. Therefore, please give detailed descriptions of your job duties. You must thoroughly complete the Education and Work Experience sections of the application and the Supplemental Questions. Answer all questions as accurately and with as much detail as possible. Some questions request an explanation to support a "yes" answer. Your explanation should contain experience, education, etc., to show that you do possess whatever skill, knowledge or experience being addressed in the question. Employment and volunteer experiences used to answer any of the questions below must be listed on your application. If you use military experience to meet the experience requirements, do not give dates of your entire tour of duty, rather, you should indicate on your employment application, the month and year you began performing these duties and the month and year you stopped.

• I have read and understand the above statement and will submit any required verification or supporting documents by the closing date of this advertisement.

02

Which best describes your highest completed level of education? Your education MUST be listed in the education section of your application in order to receive credit.

• None
• High School Diploma or GED
• Associates Degree
• Bachelors Degree
• Masters Degree or higher

03

Check the appropriate field of study for your degree.

• Information Technology
• Computer Science
• Management Information Systems
• Project Management
• Other - Closely Related
• Other - Non Related
• No degree

04

Which best describes your recent (within the past 5 years) work experience managing a customer service center, help desk, service desk, technical support center, or similar customer-facing support operation, including responsibility for service delivery, customer satisfaction, performance metrics, staff supervision, escalation management, and process improvement?

• No experience
• 0 - 0.9 year
• 1 - 1.9 years
• 2 - 2.9 years
• 3 - 4.9 years
• 5 - 5.9 years
• 6 - 9.9 years
• 10 - 14.9 years
• 15 - 19.9 years
• More than 20 years

05

List employer/s where you gained the experience in question #4. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

06

List examples of duties performed to support your answer in question #4. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

07

Which best describes your recent (within the past 5 years) work experience designing, developing, and delivering formal instructor-led training programs, including curriculum development, technical systems and application training, new employee onboarding, user adoption training, knowledge transfer, learning assessment, and technical skill development for end users and IT personnel?

• No experience
• 0 - 0.9 year
• 1 - 1.9 years
• 2 - 2.9 years
• 3 - 4.9 years
• 5 - 5.9 years
• 6 - 9.9 years
• 10 - 14.9 years
• 15 - 19.9 years
• More than 20 years

08

List employer/s where you gained the experience in question #7. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

09

List examples of duties performed to support your answer in question #7. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

10

Check each of the following that you possess current certification: NOTE: In order to be considered, you must submit a current copy of your certification/course when you submit your application. You may submit by mail or in person to the City of Dothan, Personnel Department, 126 N St. Andrews Street, Room 116, Dothan, AL 36303, by fax to (334) 615-3189, or by email to jobs@dothan.org.

• Managing Professional (MP)
• Strategic Leader (SL)
• Practice Manager (PM)
• ITIL Master
• Service Desk Manager (SDM)
• Other closely related certification
• None

11

If you checked "Other closely related certification" in question #10 above, please list your certification. If not applicable, list "N/A"

12

Which best describes your recent (within the past 5 years) work experience in municipal or government Information Technology?

• No experience
• 0 - 0.9 year
• 1 - 1.9 years
• 2 - 2.9 years
• 3 - 4.9 years
• 5 - 5.9 years
• 6 - 9.9 years
• 10 - 14.9 years
• 15 - 19.9 years
• More than 20 years

13

List employer/s where you gained the experience in question #12. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

14

List examples of duties performed to support your answer in question #12. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

15

Which best describes the number of employees you have directly supervised?

• None
• 1-9 employees
• 10-25 employees
• 26-50 employees
• 51-100 employees
• 101 + employees

16

List employer/s where you gained the experience in question #15. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

17

List examples of duties performed to support your answer in question #15. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

18

Which best describes your recent (within the past 5 years) work experience leading projects and/or supervising personnel or divisions?

• No experience
• 0 - 0.9 year
• 1 - 1.9 years
• 2 - 2.9 years
• 3 - 4.9 years
• 5 - 5.9 years
• 6 - 9.9 years
• 10 - 14.9 years
• 15 - 19.9 years
• More than 20 years

19

List employer/s where you gained the experience in question #18. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

20

List examples of duties performed to support your answer in question #18. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

21

Which best describes your recent within the past five (5) years collaborating with Information Technology divisions, department leaders, vendors, and stakeholders to identify business needs and implement a technology solution?

• No experience
• 0 - 0.9 year
• 1 - 1.9 years
• 2 - 2.9 years
• 3 - 4.9 years
• 5 - 5.9 years
• 6 - 9.9 years
• 10 - 14.9 years
• 15 - 19.9 years
• More than 20 years

22

List employer/s where you gained the experience in question #21. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

23

List examples of duties performed to support your answer in question #21. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

24

Which best describes your recent (within the past 5 years) work experience conducting customer satisfaction surveys, service reviews, feedback sessions, and operational assessments to identify trends, measure effectiveness, and recommend corrective actions?

• No experience
• 0 - 0.9 year
• 1 - 1.9 years
• 2 - 2.9 years
• 3 - 4.9 years
• 5 - 5.9 years
• 6 - 9.9 years
• 10 - 14.9 years
• 15 - 19.9 years
• More than 20 years

25

List employer/s where you gained the experience in question #24. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

26

List examples of duties performed to support your answer in question #24. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

27

Check each of the following that you have at least 2 years recent (within the past 5 years) working experience: In order to get credit, these employers must be listed on your employment application with a description of your primary duties and responsibilities.

• A) Instructor-led classroom training
• B) Instructor-led virtual training
• C) E-learning courses
• D) Instructional videos
• E) Technical documentation
• F) Knowledge base articles
• G) Standard operating procedures
• H ) End-user guides
• I) Other
• None

28

List employer/s where you gained the experience in question #27. Employer(s) must be listed in both the work history section of your application and in your response below to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

29

List examples of duties performed to support your answer in question #27. Employer(s) must be listed in the work history section of your application to receive credit. If none, type "N/A" in the space below. DO NOT INDICATE "SEE RESUME."

30

Do you have a valid operator drivers license and an acceptable driving record?

Click here to view the City of Dothans Motor Vehicle Policy.

• Yes
• No

31

Employees in this position are required to obtain and maintain ITIL 4 Foundation certification and the CompTIA A+ certifications. This requirement must be met within one (1) year of employment/promotion/demotion/transfer. Are you willing and able to meet this requirement?

• Yes
• No

32

Employees in this position are required to complete and sign in Information Technology Support Services Employee Confidentiality Agreement (IT Department).

• I understand and agree.
• I disagree and will no longer be considered for this position.

33

Employees in this position are fingerprinted within 30 days of employment/promotion/transfer/demotion (IT Department).

• I understand and agree.
• I disagree and will no longer be considered for this position.

34

Employees in this position are subject to extensive background checks (since the age of majority) to determine eligibility and ensure requirements are met for this position.

• I understand and agree.
• I disagree and will no longer be considered for this position.

35

Employees in this position are required to complete and pass the Criminal Justice Information System (CJIS) security training and exam annually after the initial training.

• I understand and agree.
• I disagree and will no longer be considered for this position.

36

Employees in this position must pass a criminal background check every five (5) years after initial/pre-employment.

• I understand and agree.
• I disagree and will no longer be considered for this position.

37

This is to certify that I have read and understand the Certification of Understanding required in the Personnel Department for this position with the City of Dothan, Alabama.

Click here to view form.

Failure to check "I Agree/Understand" discontinues the application process. (A signed form will be requested at time of hire, promotion, transfer or demotion.)

• I Agree/Understand
• I Disagree

38

I understand that once my application has been submitted for this specific position that I WILL NOT be able to make any changes to it. Any changes to my master application will only be reflected in any future positions for which I may apply. Should I desire to have updated information included for this specific position I should contact the Personnel/Human Resources office at (334) 615-3180 for assistance.

• Yes, I Understand

39

Note: Before submitting your application, be sure to review your application for completeness and accuracy. Your examination score will be based on the information you have provided on your application and this supplemental questionnaire. Failure to provide sufficient detailed information may result in your application being rejected or receiving a lower score. Therefore, it is important that you provide complete employment information to include the name of your employer, your official job title, dates of employment (from-to, month/year), hours worked per week, and a detailed description of your duties for each job listed on your application. Resumes are not accepted in lieu of the application or supplemental questionnaire.

• I understand that failure to provide sufficient detailed information may result in my application being rejected or receiving a lower examination score.

40

Personnel Use Only

Required Question

Employer City of Dothan

Address 126 North Saint Andrews Street

Room 116

Dothan, Alabama, 36303

Phone 334.615.3180

Website http://www.dothan.org