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IT Customer Relationship Manager

Company: Crescens Inc.
Location: Richmond
Posted on: May 28, 2023

Job Description:

Title: IT Customer Relationship Manager
Location: Richmond VA(Hybrid)
Duration: 2+ months
Type: Contract


  • Ideal candidates for this role will innately be a strategic thinker, foster positive/purposeful interactions, build and preserve trusting relationships with assigned business partners throughout the agency.
  • The position will also manage escalations for work within the service, product and project delivery pipelines.
  • Position specific responsibilities and duties will include, but not limited to:
  • Meeting with and communicating directly with Agency leadership up to the Executive level on a routine basis.
  • Working closely with IT leadership to ensure successful and continuous delivery of all products and services by ITD.
  • Assigned specific Divisions or groups to act as a point of focus / resource for IT management, escalations, and coordination.
  • Partner with business and Enterprise Architecture to identify product lines, then develop and maintain a multi-year business capability roadmap.
  • Responsible for building and maintaining relationships with assigned business partners.
  • Interfacing with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned Divisions.
  • Identifying opportunities for new services, service improvements, and technical innovation to meet business needs.
  • Overseeing the management of business partner expectations as related to ITD engagement and service or product delivery.
  • Managing escalations related to technology procurements, projects, and service delivery requests.
  • Identifying, championing, and communicating customer needs.
  • Consult and collaborate with ITD teams managing production operations and the strategic direction for systems owned by assigned business partners.
  • Support continued compliance with VDOT and VITA policies, standards, and guidelines.


    • Bachelor's degree or six (6) years or more of related experience.
    • Experience working in Information Technology (including knowledge of SDLC, Agile Methodology, Technology Procurements)
    • Strong communication skills in writing, speaking and presenting with leadership of all levels.
    • 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; Experience dealing with difficult customers.
    • Ability to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions.
    • Ability to connect strategy to execution; Strategic thinker.
    • Experience in Product Line planning, development, and management.
    • Business Relationship Management Professional (BRMP -) certification from BRM Institute(Desired)

Keywords: Crescens Inc., Richmond , IT Customer Relationship Manager, IT / Software / Systems , Richmond, Virginia

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