Customer Relationship Manager - Johnson Technology Systems Inc
Radford, VA
About the Job
"WE DO WHAT WE SAY "
JTSi is a federal government consulting firm, providing technical services to the Federal Government, i.e., DoD, Client and various Civilian Agencies. We are proud to have earned the reputation of honesty, integrity and the ability to build long-term professional relationships with our employees and clients. Please visit our website at www.JTSUSA.com to learn more about who we are and what we do.
Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: Customer Relationship Manager
Location: Radford, VA
Security Clearance: DOD Secret Fully Adjudicated, (ok to start with an interim)
Citizenship: US
Required Certifications:
Prefer experience with ServiceNow and strong project management experience.
Job Responsibilities:
Serve as a Customer Relationship Manager (CRM) supporting customers. The CRM is the "voice of the customer ", from initial customer contact through system implementation and sustainment. This multi-faceted role has many responsibilities to ensure that customer services are accurately defined, appropriately funded, and efficiently executed. The CRMs primary responsibility is to ensure effective communication to and from the customer to facilitate delivery of services.
The CRM is responsible for establishing and maintaining the customer Service Agreement (SA), which is the centerpiece of Service Delivery. This document is critical to accurately identify services and associated costs. The CRM will maintain this document throughout each period of performance and renew the SA annually to ensure continuity of services. The CRM will also prepare addendums to the SA for new customer projects that are requested during the period of performance.
The CRM will provide overall project management for customers. This includes onboarding new customers and creating project plans annually for customer sustainment, as well as any specific customer implementations. The CRM is responsible to collect any required information from the customer to facilitate projects and services and to ensure incorporation of that information into pertinent business, project, and technical documentation.
Duties:
- Serve as primary point of contact for customers assigned.
- Coordinate all customer communication, including routine or ad hoc customer meetings, emails, instant messages, and special notifications.
- Create and maintain business documentation in coordination with the customer and teams, including but not limited to:
- Service Agreement
- Cost Estimate
- Addendums to Service Agreement
- Updates to Customer Information Repository (ServiceNow)
- Develop trusted business relationships with customers, partner organizations, and divisions to create strong project teams.
- Utilize the Systems Engineering Framework methodology to manage new system implementations for customers from commencement to completion.
- Prepare and maintain all project documentation, including but not limited to:
- Requirements
- Proposal Document
- High Level and Detailed Project Plans
- Meeting Notes
- Work closely with customers and Engineering / Operations / Cybersecurity teams to define and deliver customer requirements.
- Present customer proposals to Engineering Review Board (ERB) for approval.
- Provide interface between technical teams to manage projects against cost, performance and schedule requirements as defined in SAs and other customer agreements.
- Track project milestones and report status to project team members and stakeholders, escalating issues to leadership when required.
- Develop status reports and executive briefings for high profile projects.
- Maintain technical documentation in the customer's Technical Data Package (TDP) in coordination with Engineering, Operations, and customers.
- Coordinate system builds and work closely with Operations to assemble and integrate system infrastructure components in accordance with the TDP, using ServiceNow to submit tasks for system administrators.
- Respond to customer requests for support that are received daily via email, phone, instant message (Microsoft Teams), and the Service Desk (ServiceNow).
- Monitor incidents and changes in ServiceNow and take ownership of customer tickets.
- Track customer tickets in ServiceNow to ensure progress through completion and follow up for issues, coordinating troubleshooting efforts as necessary.
- Serve as the first approver for customer change requests in ServiceNow, clarifying requirements and ensuring request is within scope of the customer SA.
- Present enterprise change requests for customers to Change Advisory Board (CAB) for approval.
- Schedule and facilitate recurring meetings with customers to review project status, address issues, determine plans and prioritize work, preparing agendas and meeting notes.
- Participate in internal meetings regarding customer service delivery status, reviewing metrics, planning maintenance windows for outages, and trouble ticket status in ServiceNow.
- Participate in customer led meetings as requested.
- Coordinate customer visits per policies and procedures, to include escorting customer team members in the data center and organizing any technical support required.
- Work to standardize customer documentation and delivery processes across the customer base, in coordination with other functional and technical teams.
- Bachelor's degree in Information Technology or related field
- Five plus years of experience providing management for technical/IT projects
- Project Management Certification or equivalent
- Excellent verbal and written communication skills
- Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint)
- Experience using ServiceNow
- Experience using SharePoint
- ITIL v3 or v4 - Processes for incident, change management and service level management
- Security+ Certification
Source : Johnson Technology Systems Inc