Customer Relationship Manager - Infrastructure Managed Services Austin, TX

Capgemini - Dallas, TX

Full-time

Dallas, TX

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Customer Relationship Manager (CRM) is a key 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 multi-tenant enterprise infrastructure design and implementation.
• Gain a deep understanding of each customer's business and IT goals, portfolio of services, and future technology direction.
• Engage with customers through phone calls and in-person meetings to enhance connections.
• Coordinate, document, and lead recurring customer meetings.
• Act as the primary point of contact and customer advocate between customers and service providers regarding service delivery issues.
• Remain resilient in challenging situations involving large projects or frustrated customers.

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 to understand evolving customer needs.
• Experience promoting additional service opportunities to support customer technology growth.

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