1+ months

Federal - Customer Relationship Management (CRM) Consultant

Washington, DC 20044
Organization: Accenture Federal Services

Location: Washington D.C.

Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. Its what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the worlds leading businesses, we use agile approaches to help clients solve their toughest problems fastthe first time. So, you can deliver what matters most.

Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nations priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect

The Customer Relationship Specialist will be part of an Accenture team supporting a Department of Defense (DoD) Intelligence Community (IC) organization. The candidate will work closely with the client to provide IT Customer Engagement support. This high visibility role will include frequent interaction with client stakeholders and their customers. Responsibilities will include, but are not limited to:

+ Monitor customer feedback channels to include the identification of issues, performance of root-cause analysis (RCA), and creation of resolutions or mitigations to prevent risk of future dissatisfaction.

+ Develop, administer, and analyze annual and periodic customer satisfaction assessments to inform Continual Service Improvement (CSI) initiatives.

+ Conduct quantitative analysis of IT tickets and ticket trends to inform CSI initiatives.

+ Perform technology evangelism activities in support of various customer technology products and services.

+ Serve as internal customer advocates within the IT organization.

+ Improve operational performance across a number of areas including technology, process, organization, and people.

Basic Qualifications:

+ 2 years of experience Developing, Implementing, or monitoring IT Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

+ 2 years of experience in building visualizations and dashboards; including trend analysis

+ 3 years of experience performing customer facing roles, working across multiple client levels effectively

+ 3 years of experience working in Government IT organizations

+ 5 years of experience with Microsoft Office Tools including Excel, Word, and PowerPoint

Preferred Qualifications:

+ Experience analyzing quantitative and qualitative customer satisfaction feedback

+ Familiarity with IT Service Management (ITSM) platforms (ServiceNow preferred)

+ IT Infrastructure Library, Version 3 (ITIL v3) Fundamentals or higher certified

+ Significant knowledge of core IT functions

+ Technology evangelism or technology training experience

+ Proven ability to work independently and as a team member

+ Strong communication and collaboration skills

+ Desire to add value to the client and Accenture above and beyond the role

An active security clearance or the ability to obtain one may be required for this role.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Posted: 2019-10-02 Expires: 2019-12-01

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Federal - Customer Relationship Management (CRM) Consultant

Washington, DC 20044

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