Client relations manager

This position is only open to Colorado state residents.

NOTE: This posting may fill more than one vacancy.

Thank you for your interest in working for the State of Colorado. Join us and find meaningful work in public service to our state and its residents, helping to make Colorado a great place to live and work in. Please watch the short video below for tips on applying. 

To learn more about what happens after you apply for a position with the State of Colorado, please watch the short, informative video

Committed to Diversity - We foster a workforce that is reflective of the communities we serve. If you’re looking for a place where you can be your authentic self at work and celebrate the uniqueness of those around you, then we want to talk to you! State of Colorado employees were asked to reflect on their experience with equity, diversity, and inclusion. Click here to learn more about their experiences

The  Department of Personnel & Administration (DPA) is the foundation for dependable state government, leading with responsiveness, integrity, and teamwork. We provide services to other government agencies and all Coloradans by taking bold initiative toward a government with engaged employees, innovative solutions, and constructive partnerships.

DPA provides a wide range of programs and services, from custodial & maintenance to financial and human resources support, which assist other state agencies in fulfilling their missions. At DPA, there are countless opportunities to contribute to meaningful work that supports and serves the people of Colorado. The wide variety of positions in DPA allow individuals to learn about state operations and provide for long-term career growth.

If your goal is to build a career that makes a difference and build greater public confidence in good government, consider joining the dedicated people of the State of Colorado; it's a chance to combine your expertise with public service. Our professionals strive to support the state government and the residents of Colorado. Customer service is a key component for every position in state government as is the focus on ideas and ways to redesign the delivery of services in making state government more.

Good Government Starts Here!  

Why We Want You:

We want your expertise, positive energy, drive to succeed, and love of this great state as we work to elevate the expectations Coloradans have of their government.

What You'll Get From Us:

In return for the skilled work you do, DPA provides a competitive compensation and benefits package to accompany employment opportunities. Please see the Benefits Overview video for details on the benefits offered to employees.

The Client Relations Manager reports into the Integrated Document Solutions (IDS) unit of the Department of Personnel (DPA), and is responsible for leading the Client Relations group in developing and sustaining relationships with IDS clients. In this position, the Client Relations Manager creates a cooperative environment, focused on delivering superior customer service and driving constant process improvement. The Client Relations Manager will collaborate with
the Operations Manager to provide a seamless, transparent and effective process for the delivery of print and mail services to the clients. This position is responsible for supervision including performance management, resolving informal grievances, documentation to support corrective and disciplinary actions, and professional development. Designs and implements processes and procedures, provides guidance to staff regarding process improvement,
makes changes to staffing patterns during peak periods, as well as other supervisory duties.

A summary of the duties and responsibilities will include, but are not limited to, the following:

Human Resources Management

- Creates and maintains a positive work environment that embraces DPA’s core values of inclusivity, service, teamwork, integrity, responsiveness and transparency. Establishes and maintains a high performing, engaged workforce through effective leadership strategies. Leads efforts to hire and retain top talent. Develops individual goals, evaluates and manages performance, approves leave and resolves conflicts. Ensures that proper materials and equipment are available to complete work assignments and develops training programs to enhance job knowledge. Leads by example, promotes accountability, and is readily available to coach and support the IDS staff. Resolves personnel and performance issues, and makes recommendations for disciplinary and corrective actions. Interacts effectively with all levels of the organization, including production staff and DPA executive leadership. Maintains compliance with department and universal policies, Federal and State law, Personnel Director’s procedures and Board rules.

 
Variable Data Design - Designs, constructs and maintains variable data templates using variable data programming software. Constructs templates based on customer requirements using a variety of scripting languages for data triggers, sample data and data headers. Designs, constructs and maintains Watch server variable data watch processes. Maintains workflow paths through a variety of print queues, storage folders and direct-to-print processes. Coordinates vendor service, maintenance calls, and works with software technicians to resolve problems and schedule system time with vendors if necessary.

 
Account Management - Maintains collaborative relationships with customers in order to provide exceptional service and accurately forecast future needs. Develops and implements new strategies and services that enable customers to succeed. Actively identifies and on- boards new customers and services. Conducts frequent outreach activities to develop a deep understanding of customer requirements and to ensure that all state and local agencies are aware of the services offered by IDS Denver. Maintains knowledge of print and mail industry best practices through regular communication with industry peers and involvement in professional trade organizations and events. Develops sustainable relationships with customers up to and including executive level and Governor’s Office staff. Develop print/mail specifications, analyze most cost effective/efficient ways of developing the request, conduct bid requirements, if necessary, ensure completed job is delivered timely and meets all customer requirements. Facilitates presentations and training for assigned customer base and gathers data, conducts a needs analysis, and plans for future requirements based on regular client meetings. Acts as a liaison between customers and IDS and vendors where applicable. Prepares reports on data received, feedback, recommendations, and status of job requirements. Answers inquiries and assists in vendor disputes regarding any print and/or mail requirements. Maintains customer records and prepares any necessary reports for regular client meetings. Proposes strategies to executive management to better serve client agencies, including but not limited to existing products, services and distribution of information in addition to new products and services.

*A Human Resources Analyst will only review the work experience/job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying. Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application, but may be attached. Applicants must meet the minimum qualifications to continue in the selection process for this position. Work experience and qualifications must be specifically documented on your online application. Do not use "see resume" or "see attached" statements on your application. Resumes WILL NOT be reviewed for minimum qualification screening. If it is determined that you meet the minimum qualifications, your application will also be used as part of the comparative analysis process to identify a top group for further consideration.

Class Code & Classification Description:

H1A2XX

MINIMUM QUALIFICATIONS: Experience Only: At least (8) eight years of professional experience in an occupational field related to the work assigned to the position. Education and Experience:

At least (4) four years of professional experience in an occupational field related to the work assigned to the position AND a Bachelor's degree from an accredited institution in a field of study related to the work assignment. Substitutions: Additional appropriate experience will substitute for the degree requirement on a year-for-year basis OR Additional appropriate education will substitute for the required experience on a year-for-year basis. The exceptional candidate  will possess the proven ability or accomplishment in the following preferred qualifications:

• Previous State Service related to the work assigned to the position
• Continuous process improvement
• Experience in leading organizations
• Strong background Customer/Client relations management
• Knowledge of variable date design and software applications 
• Experience in a manufacturing / production environment
• Business Acumen Competency

 
Conditions of Employment: 

• A pre-employment criminal background check will be conducted as part of the selection process.
• Shift Work: Must be able to work 1st, 2nd or 3rd shift

APPEAL RIGHTS:

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.
As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.
Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.
For further information on the Board Rules, you can refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov/board-rules.

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Accommodations :  The Department of Personnel & Administration is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator,  James Mantay |  or .