IT Customer Success Manager

4 weeks ago


Richmond, Virginia, United States Cynet Systems Full time

Job Summary:

Cynet Systems is seeking an experienced IT Business Relationship Manager to join our team. As a key member of our organization, you will be responsible for building and maintaining strong relationships with our business partners, ensuring seamless delivery of IT services and products.

Key Responsibilities:

  • Leadership and Communication: Meet with and communicate directly with senior business leaders on a regular basis to ensure alignment and understanding of ITD's goals and objectives.
  • IT Leadership Collaboration: Work closely with IT leadership to ensure the successful and continuous delivery of all products and services by ITD.
  • Business Partner Management: Assign specific business partners to act as a point of focus and resource for IT management, escalations, and coordination.
  • Business Capability Roadmap: Partner with business and Enterprise Architecture to identify product lines and develop a multi-year business capability roadmap.
  • Relationship Building: Build and maintain strong relationships with assigned business partners to ensure their needs are met and expectations are exceeded.
  • Project and Service Coordination: Interface with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned business partners.
  • Service Improvement and Innovation: Identify opportunities for new services, service improvements, and technical innovation to meet business needs.
  • Escalation Management: Oversee the management of business partner expectations as related to ITD engagement and service or product delivery.
  • Tech Procurement and Project Management: Manage escalations related to technology procurements, projects, and service delivery requests.
  • Customer Advocacy: Identify, champion, and communicate customer needs to ensure alignment with ITD's goals and objectives.
  • Compliance and Governance: Support continued compliance with state policies, standards, and guidelines.


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