Logistics Management Institute

Customer Account Manager with an Active TS/SCI Clearance and Polygraph

US-VA-Herndon
2 months ago(10/11/2017 10:28 PM)
Job ID
2017-1251
# of Openings
1
Category
Consulting/Business Management

Overview

Serves as the Customer Service point of contact for IT services within the organization and with external customers or vendors.  Primary responsibilities include:  Customer account management, customer relationship management, and customer service management; working closely with Customers to gather and translate IT requirements into Service Level Agreements (SLAs) for IT products and services; managing SLAs to ensure they are kept current as requirements change; creating support requests tied to those SLAs; monitoring and approving reports and invoices related to the SLAs being managed, and reconciling billing statements with internal reporting systems to ensure accuracy of bills; and working with Contracting Officer’s Technical Representatives (COTRs) to manage day-to-day resolution of customer comments, concerns, and/or questions, and providing technical guidance and direction, as needed. 

 

Responsibilities

  • Provides assistance and instruction to customers by answering questions and assisting them in navigating through business and financial processes
  • Resolves complex problems with creative application of standard procedures and by leveraging other resources to satisfy customer requirements
  • Submits monthly invoices to customers
  • Captures, analyses, and reports customer service and support metrics and statistics
  • Closes SLAs upon completion of customer projects

Qualifications

  • Knowledge of IT products and services, in order to explain to customers the different IT products and services available
  • Requires a minimum of three (3) years of customer account management or customer relationship management experience.  Relevant certifications will be considered equivalent to three (3) months of specialized experience. 

  • Basic knowledge of Project Management concepts and principles

  • Working knowledge of the Government’s financial processing vehicles (e.g., BASIS, CAPTURE, SLA Workflow, SLA Management System (SLAMS), etc.)
  • Working knowledge of tools/systems to assist in analysis and re4soliution of issues (COGNOS, Microsoft (MS) Excel, and SharePoint)
  • Knowledge of rules of governance and IT projects lifecycle methodologies
  • Bachelor’s degree in Business, Communications, Computer Science, Customer Relations, Service or Support, Information Systems, and/or Marketing, or a combination of certifications and at least four (4) years of professional experience related to IT customer account and customer relationship management.

Security Clearance Statement:

Applicants selected for this position will be subject to a government security investigation and must meet eligibility requirements for access to classified information. For this position, LMI will only consider applicants with current security clearances. Please note that only U.S. Citizens are eligible for a security clearance

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