Customer Relations Manager

Job ID: 2400960

Location: COLORADO SPRINGS, CO, US

Date Posted: 2024-01-18

Category: Program Management

Subcategory: Project Analyst

Schedule: Full-time

Shift: Day Job

Travel: Yes, 10 % of the Time

Minimum Clearance Required: Top Secret

Clearance Level Must Be Able to Obtain: TS/SCI

Potential for Remote Work: No

Description

SAIC has an opportunity for a qualified candidate to join the SAIC family supporting one of our programs.  The successful candidate will be asked to oversee, manage and implement techniques for measuring customer satisfaction and provide leadership for increasing the relationship.  We are seeking an expert in applying all aspects of Customer Relations Management for a DoD customer based in Colorado Springs, CO.  We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast-paced team.  

DUTIES WILL INCLUDE:

• Responsible for outstanding customer satisfaction by maintaining strong working relationships with customers.
• Guide and lead team members to deliver products and services that meet or exceed customer requirements.
• Manage customer issues through the ITSM tiers 1, 2, and 3 lifecycles.
• Manage and train resources to ensure quality and consistency of service to customers.
• Maintain complete and accurate customer correspondence data.
• Assist in making operational decisions as required.
• In conjunction with Service Owners, create training guides, frequently asked questions (FAQs), and internal and customer facing best practice products.
• Identify and develop problem solving methodologies to resolve customer issues.
• Other tasks and duties assigned as necessary to meet the requirements of successful Task Order execution.  

Qualifications

REQUIRED EDUCATION AND EXPERIENCE:

• Minimum of three (5) years of Customer Relations Management experience directly related to a DoD management activities
• Bachelor’s degree in information or technology field with 18 years experience or relevant experience in lieu of degree.
• Active Top/Secret SCI eligibility  
• IA baseline certification 8570 – 8140 IAT Level II, Certification in one of the following areas, CCNA Security, CSA +, GIC SP, GSEC, Security + CE, SSCP
• Exceptional written and oral communication skills; comfortability briefing Government stakeholders and Executive leadership
• Experience working successfully with a distributed team. 

DESIRED CERTS AND SKILLS:

• ITIL Foundations 4.0 Certification
• CompTIA A+
• Network + (Or equivalent)

 

Target salary range: $175,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

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.