Infrastructure Client Success Manager

Capgemini - Austin, TX

Full-time - Mid Level

Austin, TX

Professional, Scientific, and Technical Services

About the position

The Customer Relationship Manager (CRM) is a hands-on individual contributor role focused on managing relationships with agencies and state entities. This position involves providing project and operational assistance, demand forecasting, and monitoring customer satisfaction. The CRM collaborates with other team members to refine processes and share best practices while navigating ServiceNow records and dashboards. The role requires balancing weekly status reports with strategic technology planning.

Responsibilities

• Develop effective relationships with a range of business and IT government staff, including C-level leadership.
• Lead complex consulting engagements with proven leadership skills.
• 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.
• Communicate effectively through phone calls and in-person meetings to enhance connections.
• Coordinate, document, and lead recurring customer meetings.
• Act as a primary point of contact, customer advocate, and liaison between customers and multiple service providers regarding service delivery issues.
• Remain resilient in challenging tasks, large projects, or dealing with 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 a broad understanding of shared/managed services.
• Familiarity with service level agreements and managing customer satisfaction according to support contracts.
• Dynamic and flexible customer support skills, including organizational, time management, and networking skills.

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