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Customer Relationship Manager

3 months ago

Albany, New York, United States Information Technology Services, Office of Full time

Minimum Qualifications
Seven (7) years of experience in Project Management, Business Systems Analysis, IT, or a related field.
The following degrees may substitute for the general experience as indicated:

Associate's degree may substitute for two years of experience, Bachelor's degree may substitute for four years of experience, Master's degree in related field substitutes for an additional year of experience, Doctorate in computer science or related field substitutes for an additional two years of experience, beyond a Bachelor's degree.

Preferred Qualifications

  • Ability to Multitask
  • Ability to work in a collaborative environment
  • Comfortable interacting and communicating with a variety of people and business units.

Duties Description


Under the direction of an upper-level Client Engagement Manager (CRM), the Customer Relationship Manager (CRM) will be assigned to the Labor, Workforce, Education (LWE) portfolio in the Portfolio Management bureau within the Chief Portfolio Office (CPO).

The incumbent will serve as a point of contact between Agencies and internal ITS teams and will play an external facing role with ITS' client agencies.

As a member of the LWE Client Engagement team, the incumbent will be responsible for assisting with projects, supervising staff, conducting analysis, documenting existing processes, assisting in identifying areas of improvement, coordinating training, providing orientation to agency users on ITS policies or procedures and overall support of Client Engagement staff and projects in service of client agencies.

Duties include, but are not limited to, the following:

  • Work with development teams and crossfunctional agency teams to guide projects through the lifecycle.
  • Coordinate project tasks, including creation and review of project schedules, tasks, and communication plans
  • Coordinate project meetings with various projects teams within ITS, business, other agencies and vendors.
  • Perform analysis activities, gathering information to assist with projects including documentation of existing processes, identifying areas of improvements.
  • Lead and facilitate team meetings, provide recommendations, identify risks, and facilitate reviews.
  • Escalate any priority requests.
  • Develop training plans and performance evaluations
  • Perform a full range of supervisory duties.

Additional Comments

Salary:
To be determined, commensurate with experience.
Posting is for multiple positions
May be filled in NYC

We offer a comprehensive benefits plan, which includes:

  • Choice of several low and competitive health insurance plans
  • Dental & vision insurance at no additional cost
  • Membership in the NYS Retirement System
  • Deferred Compensation Investment Plan
  • Minimum of 13 vacation days per year
  • 13 sick days per year
  • 5 days of personal leave per year
  • 12 paid holidays per year
  • Tuition reimbursement
  • Training & development opportunities
Some positions may require additional credentials or a background check to verify your identity.