Description

　　SAIC has an opportunity for a qualified candidate to join the SAIC family supporting one of our programs. The successful candidate will be asked to oversee, manage and implement techniques for measuring customer satisfaction and provide leadership for increasing the relationship. We are seeking an expert in applying all aspects of Customer Relations Management for a DoD customer based in Colorado Springs, CO. We are seeking a creative and driven professional with a passion for solving real world issues on a cross-functional, fast-paced team.

　　DUTIES WILL INCLUDE:

　　Responsible for outstanding customer satisfaction by maintaining strong working relationships with customers.

　　Guide and lead team members to deliver products and services that meet or exceed customer requirements.

　　Manage customer issues through the ITSM tiers 1, 2, and 3 lifecycles.

　　Manage and train resources to ensure quality and consistency of service to customers.

　　Maintain complete and accurate customer correspondence data.

　　Assist in making operational decisions as required.

　　In conjunction with Service Owners, create training guides, frequently asked questions (FAQs), and internal and customer facing best practice products.

　　Identify and develop problem solving methodologies to resolve customer issues.

　　Other tasks and duties assigned as necessary to meet the requirements of successful Task Order execution.

　　Qualifications

　　REQUIRED EDUCATION AND EXPERIENCE:

　　Minimum of three (5) years of Customer Relations Management experience directly related to a DoD management activities

　　Bachelor’s degree in information or technology field with 18 years experience or relevant experience in lieu of degree.

　　Active Top/Secret SCI eligibility

　　IA baseline certification 8570 – 8140 IAT Level II, Certification in one of the following areas, CCNA Security, CSA +, GIC SP, GSEC, Security + CE, SSCP

　　Exceptional written and oral communication skills; comfortability briefing Government stakeholders and Executive leadership

　　Experience working successfully with a distributed team.

　　DESIRED CERTS AND SKILLS:

　　ITIL Foundations 4.0 Certification

　　CompTIA A+ Network + (Or equivalent)

　　Target salary range: $175,001 - $200,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

　　Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.REQNUMBER: 2400960

　　SAIC is a premier technology integrator, solving our nation’s most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability