IT Customer Relationship Manager

Job ID: 3056300 | Contract position | Richmond, VA | Onsite 2 days/week (contractor responsible for parking) | First-round interviews via Teams, second round onsite

About the role

Everforth Apex Systems is seeking an IT Customer Relationship Manager to join a client's team in Richmond, VA. Ideal candidates for this role will innately be a strategic thinker, foster positive/purposeful interactions, and build and preserve trusting relationships with assigned business partners throughout the organization. The position will also manage escalations for work within the service, product, and project delivery pipelines.

Responsibilities

• Meeting with and communicating directly with organizational leadership (up to the Executive level) on a routine basis
• Working closely with IT leadership to ensure successful and continuous delivery of all products and services
• Partnering with regional divisions to act as a point of focus/resource for IT management, escalations, and coordination
• Partnering with business and Enterprise Architecture to identify product lines, then develop and maintain a multi-year business capability roadmap
• Building and maintaining relationships with assigned business partners
• Interfacing with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned Divisions
• Identifying opportunities for new services, service improvements, and technical innovation to meet business needs
• Overseeing the management of business partner expectations as related to engagement and service or product delivery
• Managing escalations related to technology procurements, projects, and service delivery requests
• Identifying, championing, and communicating customer needs
• Consulting and collaborating with internal teams managing production operations and the strategic direction for systems owned by assigned business partners
• Supporting continued compliance with policies, standards, and guidelines

Requirements

• Bachelor's degree or six (6) years or more of related experience
• Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurement) — 5+ years
• Strong communication skills in writing, speaking, and presenting with leadership at all levels — 10+ years
• Ability to listen, build rapport, and develop credibility as a strategic partner
• Ability to shift opinions using influence over positional power — 10+ years
• Skilled and experienced in conflict negotiation and resolution; experience dealing with difficult customers — 10+ years
• Ability to share ownership and drive results as a team
• Ability to focus on purpose, value, and results, rather than solutions — 10+ years
• Ability to connect strategy to execution; strategic thinker — 10+ years
• Experience in Product Line planning, development, and management — 10+ years

Benefits

• Medical, dental, vision, life, disability, and other optional insurance plans
• Employee Stock Purchase Program (ESPP)
• 401(k) with company match after 12 months of tenure (eligible to contribute within 30 days of start)
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months tenure
• Certification discounts and perks for associations including CompTIA and IIBA
• Dedicated customer service team for consultants (benefits and resources)
• Certified Career Coach