Customer Account Manager

Customer Account Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI International Inc, a leading provider of expertise and technology to government enterprise and mission customers, is seeking a dedicated professional to join our team as a Customer Account Manager (CAM) for the Joint Service Provider (JSP) and Headquarters Department of the Army (HQDA) in the National Capital Region (NCR).

This critical role serves as the primary liaison for all Information Technology (IT) requirements, representing CACI's commitment to excellence in service delivery and customer satisfaction. The position is based in Arlington, VA, at the heart of our nation's defense infrastructure. We are looking for a candidate who understands the gravity and importance of supporting our military's IT needs and can uphold the highest standards of professionalism and integrity in this role.

• Maintain accountability of all high priority IT requirements, manage requirements from creation to completion.

• Ensure customer satisfaction, coordinating with Agency Information Management Officers (IMOs) and Defense Information Systems Agency (DISA) JSP to satisfy customer’s IT requirements.

• Analyze customer IT requirements, recommend preferred solutions that optimize engineering, management, and cost parameters.

• Support diagnosis, resolution, and documentation retention of IT problems for customers.

• Coordinate test and evaluation of hardware and software being considered for implementations.

• Utilize JSP policies, procedures, and toolsets to assist with managing and satisfy customer IT requirements.

• Report to management on all IT requirements on a regular basis, escalate requirements that need immediate attention and/or are high priority for customers.

• Schedule: Full-time; Travel: Occasionally 

Responsibilities:

Performs as an Customer Account Manager (CAM) for the Headquarters Army Information Technology Agency (HQDA JSP) Customer Request Coordination Division (CRCD) as the face to the customers for all Information Technology (IT) requirements. Each CAM is assigned a group of customer agencies that they will develop a long-term relationship with and get to know the customer, their business, and their objectives. 

The CAMs responsibilities include:

• ​Interacting with customers regularly to increase customer satisfaction and customer respect.

• Analyzing customer IT requirements for IT support and recommends preferred solution that optimizes engineering, management, and cost parameters. 

• Taking ownership and managing the requirements from creation to completion.

• Coordinating with the customer Agency Information Management Officer (IMO) and HQDA IT service provider to satisfy a customer's IT requirements.

• Supporting the diagnosis, resolution, and documentation retention of IT problems and trouble reports for customers.

• Coordinating test and evaluation of hardware and software being considered for implementations. 

• Utilizing JSP/CRCD policies, procedures, and toolsets to manage and satisfy customer IT requirements, including hardware, commercial software, and developed software.

• Reporting to management on all IT requirements on a regular basis and escalating requirements that need immediate attention and/or are high priority for customers.

Qualifications:

Required: 

• Bachelor's Degree or equivalent in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline with a minimum of seven (7) years of related work experience.

• Minimum DOD Secret Clearance to start.

• Basic Information Technology understanding.

• Excellent communication skills, both oral and written.

• Strong organizational skills.

• Excellent customer service skills: includes product knowledge, communication and listening, problem-solving, professionalism, action-oriented task management (multi-tasking), and confidence.

• Must have good work ethics and show diligence in work performed.

• Must take initiative and ownership of customer requirements and tasks.

• Proficient in the use of Microsoft Office and web-based interfaces.

• Knowledge of IT s