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Customer Relationship Manager

4 months ago

Bristol, United States CACI Full time
Customer Relationship Manager (CRM) (Region 10) (Southwest)

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 50%

Type of Travel: Local

* * *

CACI is looking for an ESD Liaison for Region 10/ South West (UT, AZ) – i.e. Hill/Luketo support our customer to provide a common set of required EIT services across 5 + bases in their region to implement a consistent, high-quality experience for users across all mission environments and enable USAF to transition focus from network operations to mission operations.


What You’ll Get to Do:
The ESD Liaison will support our DoD customer to implement an enterprise IT service delivery model that provides consistent, secure, high-quality, and cost-effective services to enable mission success and improve end user experience across the customer environment.


More About the Role:

Job Duties and Responsibilities:

  • Learn Team CACI’s ESD, UEM, Field Service, etc. capabilities to effectively educate customers on the offerings.
  • Be the primary EITaaS point of contact (POC) for the base Comm Squadron Commander (or appointee) to set and mange expectations, proactively communicate plans and schedule, and identify and address risks, issues, and opportunities.
  • Identify Government and third-party contractor (external) organizations that will perform as Tier 2 and 3 support groups with whom the ESD will interface. This includes identification of Field Service providers at bases that are opting-in, -out, or for hybrid operations.
  • Establish, manage, and evolve interfaces between the ESD and external organizations:
  • Coordinate with base transition teams during transition planning and execution.
  • Identify, engage, and maintain relationships with appropriate POCs within external organizations.
  • Coordinate with the ITSMO and operations leadership to document interface / escalation procedures within our SOPs.
  • Coordinate with the ITSMO, Program Management, and operations leadership to formalize Associate Contractor Agreements (ACAs) and/or Operating Level Agreements (OLAs) where appropriate.
  • Identify, communicate, and mitigate risks and opportunities.
  • Coordinate with ITSM Business Analysts to define requirements for configuring ServiceNow to incorporate external organizations’ staff, data, and processes. This includes configuring support groups, staff, roles, permissions, and foundation data; authoring and/or loading knowledge articles; and configuring service catalog items and workflows.
  • Where necessary, coordinate with Business Analysts to assess establishing integrations between ServiceNow and system(s) used by external organizations.
  • Validate that external organizations are appropriately trained in ServiceNow usage and ESD interface procedures.


You’ll Bring These Qualifications:

The ideal candidate will bring:

  • Experience managing customer relationships at strategic and tactical levels.
  • Business analysis to identify and refine technical and process requirements.
  • Familiarity with ServiceNow or other enterprise-level ITSM technologies

Qualifications:

  • Ability to obtain a DoD secret Clearance / An active DoD Secret clearance.
  • 10 Years of relevant experience (Bachelor’s Degree) in relevant field may be substituted for 5 years of relevant experience; (Master’s Degree) in related field may be substituted for bachelor’s degree and 3 years relevant experience).
  • Must be able to travel in the South West Region.



These Qualifications Would be Nice to Have:

Desired Skills:

  • Familiarity with DoD organizations, especially Air Force / Space Force
  • Familiarity with Microsoft endpoint management technologies (MECM, Intune, Defender, etc.)
  • Familiarity with service desk and field service operations.



What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI 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, status as a protected veteran, or any other protected characteristic.

Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn morehere

Since this position can be worked in more than one location, the range shown is the national average for the position.

The proposed salary range for this position is: