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Customer Success and Technical Implementation Specialist (Coordinator)

Madison, WI

Relocation expenses: Not paid

Associate
Full time
1 - 2 years of experience
$51,000 to $60,000 per year

Published on 1 Feb 2022

Expires on 1 Feb 2022

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Customer Success and Technical Implementation Specialist (Coordinator)

United Way of Wisconsin (UWWi) fights for the health, education and financial stability for individuals and families throughout Wisconsin. We are provide member support services to 40 Wisconsin independent United Ways and 8 regional 211 contact centers. United Way of Wisconsin manages 211 Wisconsin, Volunteer Wisconsin and United for ALICE.  

MISSION:

To support and enrich a strong statewide United Way network that maximizes the capacity of local United Ways to address human needs, improve lives and create lasting positive change across Wisconsin.

PURPOSE OF POSITION:

The Customer Success and Technical Implementation Specialist will support 2-1-1 Wisconsin operations and emerging initiatives focused on addressing social determinants of health and behavioral health needs by supporting internal and external partners. The position will work closely with the Executive Director and Project Director to support the implementation of efficient and effective initiatives that benefit Wisconsin residents.

ESSENTIAL JOB FUNCTIONS:

Key Responsibilities:

1). SDOH/WCIE Technology Support and Implementation

  1. Configure, implement and maintain applications and technical integrations to meet the needs of internal and external partners.
  2. Troubleshoot and resolve basic to moderately complex application issues and provide end user support.
  3. Monitors and troubleshoots applications using best practices and problem-solving skills.
  4. Monitors applications for service issues resulting from upgrades and new implementations.
  5. Solve complex problems; identifies new solutions to known issues; exercises judgement based on an solid understanding of existing systems and practices, new perspectives and consultation with team members.
  6. Uses customer service skills to manage relationships with partners and demonstrates active listening and problem-solving skills that are solution focused.
  7. Facilitate contract renewals, notify partners of service changes, and identify new partnership opportunities.
  8. You will stay current on SDOH and information exchange trends and challenges and serve as a subject matter expert.

2). System Design

  1. Design, refine and optimize 211 technology systems including building forms, designing search parameters, and deploying new functions.
  2. Liaison between technology vendor support and contact centers
  3. Coordinate technology development and customization for special projects
  4. Use API building tools to structure end points to exchange information with external systems. 
  5. Explain difficult or technical information to partners to drive collaboration and system improvement.

3). Maintain Internal and External assigned website content

  1. Maintain website content and features
  2. Partner with team members to develop content that is compelling and accessible to target audiences
  3. Post “just in time” content during times of emergency/disaster response.

4). Reporting and Messaging

  1. Analyze 211 data and create visualizations for reports to funders, contact centers and governance bodies.
  2. Work with a team to develop and maintain system reporting.
  3. Assist in the development of external stakeholder materials to promote SDOH and Wisconsin Community Information Exchange projects.
  4. Work with Monday.com to manage projects, service requests and to track activities.

5). Other 

a) Assist in emergency response as assigned

b) Other duties as assigned

PREFERRED QUALIFICATIONS:

  • 2-3 years of experience
  • Advanced training in computer science or a related field, or human services with a strong aptitude for implementing cloud-based technology solutions. 
  • Hands-on experience with troubleshooting network or technical issues. Knowledge of database structures.
  • Strong command of all Microsoft Office programs, database systems, content management systems, HTML and website management.
  • Polished oral, written, telephone, and e-mail communication skills; ability to interact with a variety of constituencies, including Board members, partners, and staff.
  • Quick learner with the ability to learn and apply new information, problem solve and manage competing priorities.
  • Flexible, able to adjust and change direction as organization and tech environment evolves and changes.
  • Ability to work in direct relationship with diverse group of individuals or organizations in an effective manner.
  • Familiarity with Epic, SDOH practices, or care coordination platforms a plus. 

REQUIRED COMPETENCIES:

To perform the job successfully, the employee should demonstrate the following competencies to perform the essential functions of this position:

Speaks clearly; writes effectively and persuasively in positive or negative situations; listens to executives, co-workers, employees, and outside advisors in order to effectively and efficiently share information and ideas; demonstrates effective group presentation and meeting skills.

Ability to Multi-Task – The ability to handle multiple tasks and assignments; prioritizes more important tasks while maintaining a good handle on others; reports in a timely manner any barriers to task completion leaving ample opportunities for supervisor to adjust deadlines.

Results-Oriented Thinking and Behavior – A genuine concern for effectiveness.  Possesses the desire to get the job done with excellence; mentally, is focused on getting the best results for actions taken; does not settle for mediocrity.

Time Management - Excellent time management skills and the ability to meet deadlines.

UNITED WAY CORE COMPETENCIES FOR ALL STAFF
●    Mission-Focused: Catalyze others’ commitment to mission to create real social change that leads to better lives and healthier communities.  This drives their performance and professional motivations.
●    Relationship-Oriented: Understands that people come before process and is astute in cultivating and managing relationships toward a common goal.
●    Collaborator: understands the roles and contributions of all sectors of the community and can mobilize resources (financial and human) through meaningful engagement.
●    Results-Driven: Dedicated to shared and measurable goals for the common good; creating, resourcing, scaling, and leveraging strategies and innovations for broad investment and impact.
●    Brand Steward: Steward of the brand and understands his/her role in growing and protecting the reputation and results of the greater network.

Send resume and cover letter by February 1 to cmouille@unitedwaywi.org.