Customer Relationship Manager

Yakshna Solutions, Inc.; Herndon (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Yakshna Solutions, Inc (YSI) is seeking a Customer Relationship Manager to act as a strategic thinker, fostering positive interactions and building trust with assigned agency partners across IT delivery pipelines.

The role includes working with agency leadership, IT leadership, and districts to ensure successful, compliant delivery of products and services, manage escalations, and develop a multi-year capability roadmap.

Qualifications

• Bachelor's degree or six+ years related experience.
• Experience in IT with SDLC, Agile, and procurement.
• Strong written, spoken, and leadership communication.
• Able to listen, build rapport, and credibility as a strategic partner.
• Skilled in conflict negotiation and handling difficult customers.
• Ability to align strategy with execution and drive results.
• Experience in product line planning and management.
• Understanding of VDOT organization structure.

Responsibilities

• Meet with Agency leadership up to Executive level regularly.
• Partner with IT leadership to ensure continuous delivery of products and services.
• Coordinate with Districts as point of contact for IT management and escalations.
• Develop and maintain a multi-year business capability roadmap with partners.
• Build and maintain relationships with assigned business partners.
• Coordinate with project managers, service and operations to manage escalations.
• Identify opportunities for new services, improvements, and innovation.
• Manage expectations related to ITD engagement and service delivery.
• Handle escalations related to procurements, projects, and service requests.
• Advise ITD teams on production operations and strategic direction.
• Ensure continued compliance with VDOT and VITA policies.

Skills

IT experience

SDLC knowledge

Agile methodology

Technology procurements

Written and verbal communication

Relationship building

Conflict negotiation

Strategic thinking

Education

Bachelor's degree or equivalent experience

Job description

:

Yakshna Solutions, Inc ., (YSI) is a CMMI Level 3 assessed, ISO 9001, 20000:1, 27001 certified, woman-owned small business enterprises, headquartered in Herndon, Virginia, USA. YSI provides professional IT solutions and services to business corporations and government organizations. YSI is committed to serve its business communities as a leading IT vendor providing innovative, quality, and cost-effective IT business solutions and services.

We offer a competitive benefits package that includes the following: 401(k), health, dental, and vision insurance, Life insurance, short-term and long-term disability insurance, paid time off, training, and professional development assistance.

VDOT is looking for a Customer Relationship Manager to be a strategic thinker, foster positive/purposeful interactions, build and preserve trusting relationships with assigned business partners throughout the agency. The position will also manage escalations for work within the service, product and project delivery pipelines.

This position requires onsite two days a week with three days remote.

Position specific responsibilities and duties will include, but not limited to:

• Meeting with and communicating directly with Agency leadership up to the Executive level on a routine basis.
• Working closely with IT leadership to ensure successful and continuous delivery of all products and services by ITD.
• Assigned to partner with Districts to act as a point of focus/resource for IT management, escalations, and coordination.
• Partner with business and Enterprise Architecture to identify product lines, then develop and maintain a multi-year business capability roadmap.
• Responsible for building and maintaining relationships with assigned business partners
• Interfacing with project managers, service and operations managers to coordinate work, prioritize requests, and manage escalations for assigned Divisions.
• Identifying opportunities for new services, service improvements, and technical innovation to meet business needs.
• Overseeing the management of business partner expectations as related to ITD engagement and service
• Managing escalations related to technology procurements, projects and service delivery requests.
• Identifying, championing, and communicating customer needs.
• Consult and collaborate with ITD teams managing production operations and strategic direction for systems owned by assigned business partners.
• Support continued compliance with VDOT and VITA policies, standards and guidelines.

Required skills and experience

• Bachelor's degree or six years or more related experience.
• Experience in working in IT (including knowledge of SDLC, Agile Methodology, Technology Procurements.
• Strong communication skills in writing, speaking, and presenting with leadership of all levels.
• Ability to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power.
• Skilled and experienced at conflict negotiation and resolution; Experience dealing with difficult customers.
• Ability to share ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions.
• Ability to connect strategy to execution; strategic thinker.
• Experience is Product Line planning, development and management.
• Understanding of VDOT's organization structure to include districts and central office.

YSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.