Customer Relationship Management (CRM) Supervisor - Military veterans preferred

2020-09-15
General Dynamics Information Technology (www.gdit.com)
Other

/yr


Bethesda
Maryland
United States

REQ#: RQ57914

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Regular

We are seeking a Customer Relationship Management (CRM) Supervisor to support the Office of the Director (OD) within the National Institutes of Health (NIH) at Bethesda, MD. You will manage the CRM team of two-three members, build relationship with OIT’s customers and coordinate various CRM projects across a range of technologies and teams. 

Our team provides smart and effective solutions backed by well-documented and tested processes and procedures.  We also provide support for 2,700 end-customers residing in approximately 20 buildings. Our team focuses on maintaining excellent customer experience as it relates to service requests and maintain and improve interoperability between IT infrastructure systems.

What GDIT Can Offer You:

This role is supporting a critical mission for the public health, working at the prestigious NIH main campus in Bethesda MD. The NIH Director provides overall leadership to NIH activities in both scientific and administrative matters. Your customer relationship building expertise and superior communication skills will play a vital role in the OD helping the NIH meet its mission objectives. After serving OD, there are many opportunities to move into other more experienced roles across the GDIT huge portfolio of projects, providing you career growth while part of a dynamic and vital company.

In this role, a typical day will include:

  • Monitor the SLAs in tickets, ensuring all SLAs are met
  • Work with various teams to meet targets, identify and analyze trends, and improve processes where gaps are found.
  • Analyze customer feedback (ticket survey responses) to assist in process improvement, including reaching out to the end users to resolve any non-technical issues, field complaints, and/or take suggestions
  • Create reports in ServiceNow
  • Modify/Create contracts (MOUs) between the federal customer and the end users. This includes services to be provided, costs to be collected, and responsibilities of all parties
  • Develop and deliver monthly presentations to users on status of ongoing, upcoming, and closed projects
  • Facilitate the Monthly Process Review meeting with the customer.
  • Respond to end user questions via email after receiving approval from the Federal leads
  • Assist CRM PM with project management tasks (i.e. data gathering, scheduling, reporting)
  • Create various training for end users
  • Create email communication for the end users
  • Assist with Data Calls / Data Collection
  • Receive requests for new services, gather information, and update tickets
  • Create/update SOPs as needed
  • Create ad/hoc reports as requested

Required Skills and Experience:

  • BS/BA or equivalent and five years related experience or a MS and three years related experience
  • Experience leading and mentoring teams
  • Experience managing and liaising with customers to understand their requirements and seeing it through implementation
  • Familiarity with IT Infrastructure and Software Development technologies and practices
  • Experience with ServiceNow or similar ticketing system
  • Competency in Microsoft applications, including O365 suite, SharePoint, MS Teams and Visio
  • ITIL v3 Foundations certificate (or ability to obtain within first six months of hire)
  • Ability to obtain a NIH Public Trust

Desired Skills and Experience:

  • Experience working at NIH or other Federal Agencies

Attributes for Success:

  • Strong interpersonal skills and an ability to build rapport with customers
  • Strong written and verbal communication skills
  • Excellent planning, organizational, and time management skills
  • Highly organized and detail-oriented in supporting and tracking status for multiple concurrent projects and activities
  • Ability to balance and manage customer needs, daily responsibilities and additional projects as assigned

Additional Details:

  • Position is full time and onsite in Bethesda, MD
  • Work schedule is Monday – Friday between core hours of 7:00 am – 6:00 pm to ensure customer support

#GDITPriority

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.