IT Client Relationship Manager
The Manager is responsible for the overall relationship with the Client’s customer accounts, as assigned.
Strong experience within the IT/Technology field and Business fields
Experience facilitating IT planning and governance
Ability to take IT talk and translate for nontechnical employees
Work with businesses to map required business goals to planning and implementation of new technology to support the outcomes.
Coordinate cross functional business and IT teams to develop the business case, solutions and approvals to prioritize and implement required technology.
Provide technical leadership and architectural direction to IT and Business Unit staff concerning technology management, road maps and strategies.
They must be friendly and customer service oriented to foster positive client relationships despite the high-stress circumstances when dealing with dissatisfaction.
They handle complaints and ensure they are directed to appropriate departments to resolve them and implement change.
They collect client feedback about their experience and develop relationships with clients and key personnel who can help resolve their issues.
Working across all departments and with the customer directly, to ensure a high level of satisfaction. Excellent communication skills, both written and verbal are essential, as well as the ability to optimize resources and expertise from the team while fostering a cooperative spirit.
This position is responsible for organizing, tracking, and prioritizing multiple concurrent tasks involving people from various functional areas.
- A minimum of 5 years of client involvement with a proven record of interacting with clients positively, professionally, and tactfully.
- 5 years of experience in IT CRM.
- Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, and Technology Procurements)
- Understanding of IT portfolio management and evaluating project criteria on ROI, strategic alignment, cost savings, and suitability.
- Navigating a large IT department with a high number of technologies and technical disciplines.
- Communicate directly with customers to resolve problems.
- Work with other departments to research and resolve customer issues.
- Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power.
- Skilled and experienced at conflict negotiation and resolution
- Work with internal and external customers including all levels of management.
- Responsible for running and managing customer meetings.
- Perform appropriate follow-up to ensure future client satisfaction.
- Coordinate and monitor tasks to ensure issues are resolved timely and accurately.
- Willing to strengthen client relationships and assist with decision-making.
- Strong leadership and negotiation skills.
- Comfortable making decisions that strengthen and renew relationships and the client pipeline.
- Communicate directly with customers to resolve problems.