Capgemini - Austin, TX
posted about 2 months ago
Full-time - Mid Level
Austin, 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 and manage customer accounts.
- Understand each customer's business and IT goals, service portfolio, and future technology direction.
- Coordinate, document, and lead recurring customer meetings.
- Act as the primary point of contact and advocate for customers, liaising with service providers on service delivery issues.
- Handle challenging tasks and manage frustrated customers effectively.
Requirements
- Bachelor's degree in technology or business, or equivalent work experience.
- 5+ years of 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.
Nice-to-haves
- Experience promoting additional service opportunities to support customer technology needs.
Benefits
- 401(k)
- Adoption assistance
- Dental insurance
- Paid holidays
- Paid parental leave
- Paid time off
- Family building benefits like surrogacy and cryopreservation
- Subsidized back-up child/elder care and tutoring
- Mentoring, coaching and learning programs
