Customer Relationship Manager - Infrastructure Managed Services Austin, TX

This is a hands on individual contributor role.  

Job Title:Customer Relationship Manager 

Location:Austin, United States or in driving distance of Austin.  

Travel:10%

Job description:
The Customer Relationship Manager (CRM) serves as our primary customer support role, building a relationship with agencies and other state entities by providing project and operational assistance, demand forecasting, and satisfaction monitoring. Our team of CRMs collaborate to refine established processes and share best practices. They navigate ServiceNow records and dashboards every day, balancing weekly status reports with strategic technology planning.

Key Responsibilities:
• Confident developing effective relationships with a range of business and IT government staff, including C-level leadership;
• A proven leader experienced with complex consulting engagements;
• Familiar with multi-tenant enterprise infrastructure design and implementation;
• Prepared to develop a deep understanding of each customer’s business and IT goals, portfolio of services, and future technology direction;
• Not afraid to pick up the phone or meet in person for increased connection;
• Comfortable coordinating, documenting, and leading recurring customer meetings;
• Ready to serve as a primary point of contact, customer advocate, and liaison between customers and multiple service providers regarding service delivery issues; and
• Resilient in the face of a challenging task, large project, or frustrated customer—and sometimes all three.

Required Skills:

• Bachelor’s degree, preferably in technology or business, or equivalent work experience
• 5+ years’ experience in a customer account/relationship/success manager role
• ITIL certification and relevant recent experience
• Diverse IT background and breadth of understanding about shared/managed services
• Familiarity with service level agreements and managing customer satisfaction according to contract of support
• Dynamic and flexible customer support skills, including the organizational, time management, and networking skills required to grow an in-depth understanding of evolving customer concerns and requirements
• Experience promoting additional service opportunities to support growth in customer technology needs

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer: 

• Flexible work 
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays 
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups 
• Disaster Relief

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of th