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Customer Relations Manager

Job ID: 197046
Location: ANDREWS AFB, MD, United States
Date Posted: Aug 28, 2019
Category: Program Management
Subcategory: Program Mgmt
Schedule: Full-time
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No

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Job Description

Description

JOB DESCRIPTION:  Responsible for successful delivery of a program to a customer; or manage performance of a task or project as part of a larger program under direction of another PM.  Manage and integrate activities in accordance with contract requirements and ensure technical, schedule, cost, and financial performance.  Define or contribute to the program baseline then execute the program to comply with baseline requirements.  Manage risk, customer relationships, and program staffing.  Ensure compliance with quality standards and escalate challenges to SAIC leadership.  Support business development and program staff management.


INDEPENDENCE:  Routinely reviewed for soundness of judgment and overall quality and content by Program Oversight. Primary customer interface for technical matters, information sharing, and basic problem resolution. 


PERSONNEL MANAGEMENT OF PROGRAM STAFF:  Possesses developing leadership and management skills that require mentoring and feedback from supervisors. Escalates program issues to management for assistance. Provides input to MS on performance reviews, compensation-related actions, and staffing and hiring recommendations. Raises personnel issues to MS, Human Resources (HR), and Program Oversight.


BUSINESS DEVELOPMENT SUPPORT:  Contributes to a customer outreach plan. Provides the customer with program-relevant information related to available services. May be asked to identify potential opportunities to provide the services to additional customers. May be asked to identify possible investment areas by leveraging repeatable and differentiated offerings and capabilities used in the current program.

Qualifications

REQUIRED EDUCATION AND EXPERIENCE: Bachelors and six (6) years or more of related experience; Masters and four (4) years or more experience.


DESIRED SKILLS: The CRM shall possess and maintain a Secret clearance, excellent oral and written communication skills, excellent problem solving and analytical skills, excellent customer service skills and decision making abilities, excellent time management and relationship skills, ability to multitask and effectively manage multiple priorities, ability to represent the customers in a positive, confident and professional manner.


REQUIRED QUALIFICATIONS: The CRM shall serve as the primary liaison between the customer and the provider for complaint management and resolution. The CRM shall log and follow up on every issue ensuring satisfaction to the maximum extent possible; the customer complaint log shall be delivered to the COR monthly. The CRM shall have the knowledge, management capabilities, experience, decision making, and customer service skills to ensure a positive and continued relationships.


The CRM shall be knowledgeable of all customers and the services provided by the customer through the development and sustainment of a customer support matrix, which shall be delivered to the COR monthly. CRM duties include but not limited to leading and motivating personnel to ensure they’re giving the best customer service possible, handling customer complaints and queries, and ensuring staff is up to date on best practices that will ensure customer satisfaction. The CRM shall possess and maintain a Secret clearance, excellent oral and written communication skills, excellent problem solving and analytical skills, excellent customer service skills and decision making abilities, excellent time management and relationship skills, ability to multitask and effectively manage multiple priorities, ability to represent the 844th in a positive, confident and professional manner. The CRM shall have a Bachelor’s degree or equivalent combination of training and experience, and a minimum of 7 years of customer relations management related experience.

#AFNCR

Desired Qualifications

 

Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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