glassdoor.com sales-marketing customer relationship manager

Customer Relationship Manager


Description
Ready to make a change? Looking for a challenging opportunity with a global organization?
SAIC is currently seeking a motivated, career and customer oriented Remote Customer Relationship Manager to join our team working from home to begin an exciting and challenging career.
This is a Work at Home Opportunity !

Roles and Responsibilities:
  • Familiarity with Help Desk/Service Desk or IT support environments.
  • Service Desk tools (Customer Relationship Management or IT Service Management), and general service desk best practices.
  • Experience interacting with leadership/Senior VIPs.
  • Demonstrate communication skills, organizational and 1:1
  • Experience with capturing and documenting customer requirements; involvement in continual service improvement; ability to understand and interpret reports and analytics.
  • Liaison between service desk operations and supported organizations for issues related to customer satisfaction, service desk ticket failures, updates to process/policy changes, and service impacts.
  • Review tickets to ensure consistency in documentation to standards.
  • 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 outages or impact to service desk operations.
  • Develop Strategic communications for process changes driven by both the service desk and customer environment.
  • Support continuous process improvements to improve performance levels through reporting trends and ticket analysis.
  • Consult with various team members to collaborate, define, prepare and deploy solutions that meet customer service needs.
  • Drive client satisfaction on the Service Desk


Qualifications
  • Experience working in service desk operations to include standard call flows, ticketing systems, and ticket logging; experience working with BMC Remedy and/or ServiceNow preferred
  • Demonstrated ability to learn customer support processes and techniques
  • Must enjoy working with people, be a self starter, and willing to learn
  • Excellent analytical and problem solving skills
  • Excellent oral, interpersonal, and written communication skills
  • Proficient in MS Office Suite
Desired:
  • Experience utilizing ServiceNow ITSM - ITIL® Foundations and intermediate certifications
  • Experience working with, and an understanding of, U.S. Department of Defense and U.S. Army IT policies and directives, and a strong understanding of the Army working environment.
  • Competency in call center analytics tools

Education / Certification / Security Clearance Requirement:
  • B.S. degree in business, CIS, marketing, or other related discipline or the equivalent combination of education and professional training, with 3 years of customer service experience
  • Active DoD issued Secret clearance

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