This is a hands on individual contributor role. Managing the relationship, not a team.
Job Title: Customer Relationship Manage
r Location: Austin, United States or in driving distance of Austi
n. Travel:
10% Job descript
ion:The Customer Relationship Manager (CRM) serves as our primary customer support role, building a relationship with agencies and other state entities by providing project and operational assistance, demand forecasting, and satisfaction monitoring. Our team of CRMs collaborate to refine established processes and share best practices. They navigate ServiceNow records and dashboards every day, balancing weekly status reports with strategic technology plann
ing. Key Responsibili
ties:• Confident developing effective relationships with a range of business and IT government staff, including C-level leader
ship;• A proven leader experienced with complex consulting engagem
ents;• Familiar with multi-tenant enterprise infrastructure design and implementa
tion;• Prepared to develop a deep understanding of each customer's business and IT goals, portfolio of services, and future technology direc
tion;• Not afraid to pick up the phone or meet in person for increased connec
tion;• Comfortable coordinating, documenting, and leading recurring customer meet
ings;• Ready to serve as a primary point of contact, customer advocate, and liaison between customers and multiple service providers regarding service delivery issues
; and• Resilient in the face of a challenging task, large project, or frustrated customer-and sometimes all t
hree. Required S
kills:• Bachelor's degree, preferably in technology or business, or equivalent work expe
rience• 5+ years' experience in a customer account/relationship/success manage
r role• ITIL certification and relevant recent expe
rience• Diverse IT background and breadth of understanding about shared/managed se
rvices• Familiarity with service level agreements and managing customer satisfaction according to contract of s
upport• Dynamic and flexible customer support skills, including the organizational, time management, and networking skills required to grow an in-depth understanding of evolving customer concerns and requir
ements• Experience promoting additional service opportunities to support growth in customer technology
needs Life at Ca
pgeminiCapgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we
offer:Flexib
le workHealthcare including dental, vision, mental health, and well-being p
rogramsFinancial well-being programs such as 401(k) and Employee Share Ownersh
ip PlanPaid time off and paid h
olidaysPaid parenta
l leaveFamily building benefits like adoption assistance, surrogacy, and cryoprese
rvationSocial well-being benefits like subsidized back-up child/elder care and t