Job Title:Customer Relationship Manager

Location:Austin, United States

Travel:25%

Job description:
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 planning.

Key Responsibilities:
• Confident developing effective relationships with a range of business and IT government staff, including C-level leadership;
• A proven leader experienced with complex consulting engagements;
• Familiar with multi-tenant enterprise infrastructure design and implementation;
• Prepared to develop a deep understanding of each customer’s business and IT goals, portfolio of services, and future technology direction;
• Not afraid to pick up the phone or meet in person for increased connection;
• Comfortable coordinating, documenting, and leading recurring customer meetings;
• 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 three.

Required Skills:

• Bachelor’s degree, preferably in technology or business, or equivalent work experience
• 5 years’ experience in a customer account/relationship/success manager role
• ITIL certification and relevant recent experience
• Diverse IT background and breadth of understanding about shared/managed services
• Familiarity with service level agreements and managing customer satisfaction according to contract of support
• 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 requirements
• Experience promoting additional service opportunities to support growth in customer technology needs

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want |www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.

Job Title:Customer Relationship Manager

Location:Austin, United States

Travel:25%

Job description:
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 planning.

Key Responsibilities:
• Confident developing effective relationships with a range of business and IT government staff, including C-level leadership;
• A proven leader experienced with complex consulting engagements;
• Familiar with multi-tenant enterprise infrastructure design and implementation;
• Prepared to develop a deep understanding of each customer’s business and IT goals, portfolio of services, and future technology direction;
• Not afraid to pick up the phone or meet in person for increased connection;
• Comfortable coordinating, documenting, and leading recurring customer meetings;
• 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 three.

Required Skills:

• Bachelor’s degree, preferably in technology or business, or equivalent work experience
• 5 years’ experience in a customer account/relationship/success manager role
• ITIL certification and relevant recent experience
• Diverse IT background and breadth of understanding about shared/managed services
• Familiarity with service level agreements and managing customer satisfaction according to contract of support
• 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 requirements
• Experience promoting additional service opportunities to support growth in customer technology needs

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

Flexible workHealthcare including dental, vision, mental health, and well-being programsFinancial well-being programs such as 401(k) and Employee Share Ownership PlanPaid time off and paid holidaysPaid parental leaveFamily building benefits like adoption assistance, surrogacy, and cryopreservationSocial well-being benefits like subsidized back-up child/elder care and tutoringMentoring, coaching and learning programsEmployee Resource GroupsDisaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Get The Future You Want |www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.