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Capgemini - Austin, TX
posted about 2 months ago
About the position
The Customer Relationship Manager (CRM) is a key individual contributor role focused on building and maintaining relationships with government agencies and state entities. This position involves providing project and operational assistance, demand forecasting, and monitoring customer satisfaction. The CRM collaborates with team members to refine processes and share best practices while navigating ServiceNow records and dashboards to balance reporting and strategic planning.
Responsibilities
- Develop effective relationships with business and IT government staff, including C-level leadership.
- Lead complex consulting engagements as a proven leader.
- Understand each customer's business and IT goals, portfolio of services, and future technology direction.
- Coordinate, document, and lead recurring customer meetings.
- Serve as the primary point of contact and customer advocate between customers and service providers regarding service delivery issues.
- Handle challenging tasks, large projects, or frustrated customers with resilience.
Requirements
- Bachelor's degree in technology or business, or equivalent work experience.
- 5 years' experience in a customer account/relationship/success manager role.
- ITIL certification and relevant recent experience.
- Diverse IT background with understanding of shared/managed services.
- Familiarity with service level agreements and managing customer satisfaction according to support contracts.
- Dynamic customer support skills, including organizational, time management, and networking skills.
- Experience promoting additional service opportunities to support customer technology needs.
Benefits
- Flexible work
- Healthcare including dental, vision, mental health, and well-being programs
- Financial well-being programs such as 401(k) and Employee Share Ownership Plan
- Paid time off and paid holidays
- Paid parental leave
- Family building benefits like adoption assistance, surrogacy, and cryopreservation
- Social well-being benefits like subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
- Employee Resource Groups
- Disaster Relief
