Customer Relationship Manager

Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
Serve as a Customer Relationship Manager (CRM). The CRM is the voice of the customer, from initial customer contact through system implementation and sustainment. This multi-faceted role has many responsibilities to ensure that customer services are accurately defined, appropriately funded, and efficiently executed. The CRMs primary responsibility is to ensure effective communication to and from the customer to facilitate delivery of ALTESS services. The CRM is responsible for establishing and maintaining the customer Service Agreement (SA), which is the centerpiece of Service Delivery. This document is critical to accurately identify services and associated costs. The CRM will maintain this document throughout each period of performance and renew the SA annually to ensure continuity of services. The CRM will also prepare addendums to the SA for new customer projects that are requested during the period of performance.

The CRM will provide overall project management. This includes onboarding new customers and creating project plans annually for customer sustainment, as well as any specific customer implementations. The CRM is responsible to collect any required information from the customer to facilitate projects and services and to ensure incorporation of that information into pertinent business, project, and technical documentation.

Duties:
Serve as primary point of contact for customers assigned.
Coordinate all customer communication, including routine or ad hoc customer meetings, emails, instant messages, and special notifications.
Create and maintain business documentation in coordination with the customer and ALTESS teams, including but not limited to:
o Service Agreement
o Cost Estimate
o Addendums to Service Agreement
o Updates to Customer Information Repository (ServiceNow)
Develop trusted business relationships with customers, partner organizations, and divisions to create strong project teams.
Utilize the Systems Engineering Framework methodology to manage new system implementations for customers from commencement to completion.
Prepare and maintain all project documentation, including but not limited to:
o Requirements
o Proposal Document
o High Level and Detailed Project Plans
o Meeting Notes
Work closely with customers and Engineering / Operations / Cybersecurity teams to define and deliver customer requirements.
Present customer proposals to Engineering Review Board (ERB) for approval.
Provide interface between technical teams to manage projects against cost, performance and schedule requirements as defined in SAs and other customer agreements.
Track project milestones and report status to project team members and stakeholders, escalating issues to ALTESS leadership when required.
Develop status reports and executive briefings for high profile projects.
Maintain technical documentation in the customers Technical Data Package (TDP) in coordination with Engineering, Operations, and customers.
Coordinate system builds and work closely with Operations to assemble and integrate system infrastructure components in accordance with the TDP, using ServiceNow to submit tasks for system administrators.
Respond to customer requests for support that are received daily via email, phone, instant message (Microsoft Teams), and the Service Desk (ServiceNow).
Monitor incidents and changes in ServiceNow and take ownership of customer tickets.
Track customer tickets in ServiceNow to ensure progress through completion and follow up for issues, coordinating troubleshooting efforts as necessary.
Serve as the first approver for customer change requests in ServiceNow, clarifying requirements and ensuring request is within scope of the customer SA.
Present enterprise change requests for customers to Change Advisory Board (CAB) for approval.
Schedule and facilitate recurring meetings with customers to review project status, address issues, determine plans and prioritize work, preparing agendas and meeting notes.
Participate in internal meetings regarding customer service delivery status, reviewing metrics, planning maintenance windows for outages, and trouble ticket status in ServiceNow.
Participate in customer led meetings as requested.
Coordinate customer visits per policies and procedures, to include escorting customer team members in the data center and organizing any technical support required.
Work to standardize customer documentation and delivery processes across customer base, in coordination with other functional and technical teams.



Required Technical and Professional Expertise
Bachelors degree in Information Technology or related field
Five plus years of experience providing management for technical/IT projects
Project Management Certification or equivalent
Excellent verbal and written communication skills
Proficient with Microsoft Office Applications (Teams, Outlook, OneNote, Excel, Project, Word, PowerPoint)
Experience using ServiceNow
Experience using SharePoint

Preferred Technical and Professional Expertise
ITIL v3 or v4 - Processes for incident, change management and service level management
Security+ Certification