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Customer Relationship Manager

Company: SAIC
Location: Sierra Vista
Posted on: May 16, 2022

Job Description:

Job ID:
2206992
Location:
SIERRA VISTA
,
AZ
,
US
Date Posted: 2022-05-06Category: Engineering and SciencesSubcategory: Sys IntegrationSchedule: Full-timeShift: Day JobTravel: NoMinimum Clearance Required: Interim SecretClearance Level Must Be Able to Obtain: SecretPotential for Remote Work: No
Description We are currently seeking a motivated, career and customer oriented Customer Relationship Manager to join our team in Sierra Vista, AZ, to begin an exciting and challenging career with SAIC. -
-

In this role you will:


  • Liaison between service desk operations and supported organizations for topics related to customer satisfaction, service desk ticket quality, updates to process/policy changes, and service impacts during degradation or outage events
  • Periodically surveil recorded calls and tickets to ensure quality of service and consistency in documentation to standards and notify operations staff of trends
  • Actively participate and lead customer status calls
  • Conduct periodic On-Site visits with supported organizations and service desk
  • Communicate action plans to customer base during service outages and known impacts to service desk operations
  • Develop Strategic communications for process changes driven by both the service desk, customer environment and new service offerings
  • Support continuous process improvements to improve performance levels through reporting trends and ticket analysis
  • Coordinates with operations in developing and conducting service recovery actions for service failures

    Qualifications Required Education and Experience:


    Bachelors and two (2) years or more experience; four (4) years of experience in lieu of degree.


    Required Certifications:


    Must have or be able to obtain ITIL V4 Foundation Certification within 60 days of hire


    Required Security Clearance:


    Must have a secret security clearance


    Skills:


    • Experience working in help/service desk environment or IT support environments including ITSM tools (Remedy ITSM 8.1 and ServiceNow preferred)
    • Familiarity with general service desk best practices
    • Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives
    • Strong understanding of the U.S. Army working environment
    • Prefer familiarity and/or experience with Army staff operations at various levels (battalion, brigade, etc.)
    • Experience interacting with Army leadership/Senior VIPs
    • Ability to communicate action plans to the customer during service outages, including capturing requirements to enable/restore functionality to Service Desk Operations
    • Competency in call center tracking tools
    • Demonstrated ability to learn customer support processes and techniques
    • Experience with capturing and documenting customer requirements
    • Excellent analytical and problem solving skills
    • Ability to understand and interpret reports and analytics
    • Participation in Continual Service Improvement
    • Excellent oral and written communication skills (organizational and 1:1)
    • Competency in MS Office Suite. -



      Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.SAIC - is a premier Fortune 500 - technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

      We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an fostering a respectful work culture based on that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit .

Keywords: SAIC, Sierra Vista , Customer Relationship Manager, Executive , Sierra Vista, Arizona

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