Customer Relationship Manager

Introduction:

The Customer Relationship Manager will be responsible for fostering positive interactions, building trusting relationships with assigned business partners, and managing escalations within the service, product, and project delivery pipelines. The ideal candidate will be a strategic thinker who can effectively communicate with agency leadership and IT teams to ensure successful delivery of products and services.

Responsibilities:

• Meeting and communicating directly with Agency leadership up to the Executive level on a routine basis.
• Working closely with IT leadership to ensure continuous delivery of all products and services.
• Acting as a point of focresource for IT management, escalations, and coordination with Districts.
• Developing and maintaining a multi-year business capability roadmap in partnership with business and Enterprise Architecture.
• Building and maintaining relationships with assigned business partners.
• Coordinating work, prioritizing requests, and managing escalations for assigned Divisions.
• Identifying opportunities for new services, service improvements, and technical innovation.
• Managing business partner expectations related to ITD engagement and service/product delivery.
• Handling escalations related to technology procurements, projects, and service delivery requests.
• Championing and communicating customer needs to ITD teams.
• Ensuring compliance with VDOT and VITA policies, standards, and guidelines.

Requirements:

Desired Skills to Partner with Districts:

• Bachelor's degree or six (6) years of related experience.
• Experience working in Information Technology, including knowledge of SDLC, Agile Methodology, and Technology Procurements.
• Strong communication skills in writing, speaking, and presenting with leadership of all levels.
• Ability to build rapport, develop credibility as a strategic partner, and negotiate conflict resolution.
• Experience in dealing with difficult customers and driving results as a team.
• Strategic thinker with the ability to connect strategy to execution.
• Experience in Product Line planning, development, and management.
• Understanding of VDOT's Organization Structure, including Districts and Central Office.