Become familiar with current IT/IM Department products and services, including pricing and delivery processes. This includes the IT/IM Work Acceptance Process (WAP), IT/IM Points of Contact (POCs), and organizational roles, responsibilities, products, and processes.
Act as the liaison between the IT/IM Department and its customers. Responsibilities include the identification of the customers’ business system needs and how the IT/IM Department can help them meet their goals, and coordinated the necessary IT/IM resources, plan and schedule meetings/events, and facilitate technical solutions.
Build and maintain customer relationships by gathering customer information to include their mission, customer base, capabilities, requirements, services currently used/required, and future needs and expectations. Document customer information for use in support efforts, CRM planning, and customer communications.
Support the integration/coordination of customer touch points across IT/IM including the National Help Desk West, Customer Agreements and Project Initiation teams, and Division service providers (horizontal integration).
Develop plans for informing customers of current and emerging products, services and capabilities. Work closely with the Customer Solutions Team (721, IT/IM Management, and other IT/IM Divisions).
Implement the plans by communicating them across the Department and then to the prospective customers. This includes traditional and creative techniques and mediums including face-to-face contact with customers.
Develop a customer communication plan to improve communications with existing IT/IM customer base.
Utilize various media outlets to raise customer awareness of products, services and capabilities provided by the IT/IM Dept. For example, IT/IM/IA website, SupNet, Rocketeer articles, WingSPAN and PAO sponsored events.
Develop metrics and provide reporting/feedback on successes and areas to improve strategies and plans. Provide status reporting at defined intervals and additional information/metrics as agreed to during planning.
Provide CRM Professional support by following the Work Acceptance Process, gathering customer high-level requirements and creating customer agreements. Be the Customer Advocate for at least one product line in the IT/IM Department.
This position is a Jacobs position and may be assigned to a teammate company (DCS, eLe, NDTI).
Qualifications:
An advanced degree or BA/BS in Computer Science or similar discipline with emphasis on Business Administration, Communications, IT/IM, or appropriate discipline is required. A minimum of ten (10) years of progressive IT/IM customer service experience providing Customer Solutions, Communications, and CRM support is required. Skills, knowledge, and abilities must include:
Self-motivated and possess a proactive initiative skill set, strong communication skills, able to interact at senior levels within the IT/IM Department and the customer base.
Ability to analyze complex IT/IM customer needs and develop/deliver clear solutions/strategies
Strategic Business Development Skills.
Possess highly developed customer relationship, business development and communications skills.
Existing contacts/relationships at NAWCWD and knowledge of or the ability to come up to speed quickly on the mission and business of NAVAIR, NAWCWD, and the IT/IM Dept.
Working knowledge of Microsoft office and collaboration products (Word, Power Point, Excel, Access, Project, Visio, Publisher, SharePoint, etc.).
Writing skills such that information can be presented clearly and accurately to a wide range of audiences.
Ability to work independently and excel in a team environment.
Web software development skills would be considered a plus.
U.S. Citizenship and ability to obtain an interim and a permanent U.S. DoD Secret Security Clearance required.
Physical Requirements:
Working at a computer or desk (Considerations: Sitting, Eyes, Hands)
May involve long periods of sitting or standing depending on current tasking
Work Environment:
An inside office environment (Considerations: Closed quarters, lighting, and temperature fluctuations)
Needs to be able to work well with and support co-workers and clients
Needs to have clear, concise and accurate communication skills
Equipment and Machines:
Standard office equipment and machines, computer workstation
Attendance:
Normal hours are Monday – Thursday 7:00am – 5:00pm, non-flex Fridays 7:00am to 4:00pm
Punctuality and regular attendance are necessary to meet deadlines
Regular attendance is necessary and required
Other Essential Functions:
Must be able to communicate effectively
Must demonstrate professional behavior at all times when dealing with clients, management and employees
Grooming and dress must be appropriate for the position and must not impose a safety risk to the employee or others
Must be able to support and work in a proactive team environment
Must hold the safety of yourself and those around you as the number one priority in the workplace
Current driver’s license, car registration and auto insurance required
Completion of required certifications required within six (6) months of hire date
U.S. Citizenship and ability to obtain an interim and a permanent U.S. DoD Secret Security Clearance required
Jacobs Technology - 30+ days ago
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