Do you have a strong passion to change the world? If so, this may be your opportunity. The State of North Dakota’s purpose is to Empower People, Improve Lives, and Inspire Success. North Dakota’s Information Technology organization asks itself “How might we deliver world class technology and service?” North Dakota Information Technology (NDIT) is seeking a candidate that has the same passion to Empower People, Improve Lives, Inspire Success, and deliver world class technology and process solutions through the Chief Customer Success Officer position. The successful candidate will be a leader who enjoys working with people in a collaborative environment, who can learn quickly in a rapidly changing technology landscape, and who embodies the core values that we follow as public servants for the State of ND: Gratitude, Humility, Curiosity, and Courage. 

Work for one of the most progressive technology organizations at the state level and make a difference in the lives of the citizens. In an era of rapidly changing technology, process automation and IoT, we are helping to reinvent government through the use of technology. Do you have what it takes to help lead changes for people and technology, ultimately making a difference for the citizens of our state?  

The Chief Customer Success Officer is responsible for the total customer relationship. The CCSO leads the transformation of ideas into actionable concepts, timelines and projects for technology in collaboration with stakeholders to meet business needs. This position is integral to NDIT achieving a complete customer experience. Successful applicant must be a visionary and an avid evangelist of the customer experience, technology as a service as well as a strong leader.  This position reports directly to the Chief Information Officer and serves on the executive team.

Skills and responsibilities

Duties and Tasks  
•Collaborate to lead and set NDIT’s strategic direction, defining and articulating new opportunities, and working in close concert with executive leadership, and various business teams to articulate specific goals. 
•Engage the organization in managing customer relationships. Influences cross-agency agreement on how to deliver greatest value to customers. 
•Create a persistent focus on the customer while meeting the vision and mission of NDIT. 
•Clarifies a common approach and process for driving the work across the organization. Drive the organization towards operational excellence and work together for optimum customer service delivery. 
•Support others in their leadership progression on a cultural transformation journey. 
•Customer insight management: develop and support a voice of the customer program.  
•Customer enablement: oversee customer onboarding and initial engagements to ensure that customers are properly engaged and equipped with knowledge to achieve their desired outcomes with NDIT products and services. 
•Customer experience measurement: establish metrics for defining the relationship with customers. Create and track key customer experience metrics and related management dashboards. Identify both opportunities for growth and risks of churn. 
•Process improvement: help the organization map interactions from the customer’s point of view and then redesign broken processes. 
•Customer advocacy: make sure that customers’ needs are taken into account in all key decisions. 
•Customer connectedness: represent the customer by building impactful, personal relationships, championing them and bringing their voice into the processes and provisioning of technology service. 
•Culture and training: actively work on cultural change and identify training required along the way. 
•Cross-organizational coordination: support the cross-functional teams and processes that govern the customer experience efforts. 
•In partnership with other NDIT and agency leaders, drive accountability through cross-company data and metrics. 
Required Skills/Abilities: 

•Able to effectively interact with diverse technical and non-technical groups, spanning all organizational levels. 
•Able to understand and influence complex technology architectures. 
•Demonstrate leadership of multidisciplinary technology teams. 
•Able to facilitate disparate stakeholders and team members, negotiate multiple points of strategy contention, and drive consensus in meetings, and one to one interactions. 
•Able sell ideas or visions. Influence and advise stakeholders at all levels and positions. 


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Minimum qualifications

Minimum Qualifications  

Bachelor’s degree in Computer Science, Business Management, or related field  and eight years of current and progressively responsible professional-level work experience in a senior IT/leadership role. 

Preferred qualifications

Application Procedures

Job ID: 3015517

•Please make sure that your resume includes information to demonstrate how you meet the minimum qualifications as posted.  Your work history will not be given credit if North Dakota Information Technology cannot determine that you meet the minimum qualifications.
•All application material must be received on or before the closing date by 11:59 pm and must include the following documents: 
•Cover Letter
•North Dakota Information Technology does not offer or provide sponsorships. Applicants must be legally authorized to work in the United States.

For more information or if you need an accommodation, please contact: Darla Van Vleet, North Dakota Information Technology: Email: phone: (701) 328-1004, fax: (701) 328-3000 or TTY: 1-800-366-6888 or local at (701) 328-3190

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Equal Employment Opportunity  

The State of North Dakota and this hiring agency do not discriminate on the basis of race, color, national origin, sex, genetics, religion, age or disability in employment or the provisions of services and complies with the provisions of the North Dakota Human Rights Act.

As an employer, the State of North Dakota prohibits smoking in all places of state employment in accordance with N.D.C.C. § 23-12-10.