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Job Field: Office Jobs
Location: Ridgecrest, CA
Salary: $Not stated

JOB SUMMARY:

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<tr><td valign="top" width="450"><b>- 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.<br>
- Act as the liaison between the IT/IM Department and its customers. <br>
- 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.<br>
- 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.<br>
- Document customer information for use in support efforts, CRM planning, and customer communications.<br>
- 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.<br>
- Develop plans for informing customers of current and emerging products, services and capabilities. <br>
Work closely with the Customer Solutions Team 721, IT/IM Management, and other IT/IM Divisions.<br>
- Implement the plans by communicating them across the Department and then to the prospective customers. <br>
- This includes traditional and creative techniques and mediums including face-to-face contact with customers.<br>
- Develop a customer communication plan to improve communications with existing IT/IM customer base.<br>
- 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.<br>
- 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.<br>
- Provide CRM Professional support by following the Work Acceptance Process, gathering customer high-level requirements and creating customer agreements. <br>
- Be the Customer Advocate for at least one product line in the IT/IM Department.<br>
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This position is a Jacobs position and may be assigned to a teammate company DCS, eLe, NDTI.<br>
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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 nine 9 years of progressive IT/IM customer service experience providing Customer Solutions, Communications, and CRM support is required. <br>
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Skills, knowledge, and abilities must include<br>
- 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.<br>
- Ability to analyze complex IT/IM customer needs and develop/deliver clear solutions/strategies<br>
- Strategic Business Development Skills.<br>
- Possess highly developed customer relationship, business development and communications skills.<br>
- Working knowledge of Microsoft office and collaboration products Word, Power Point, Excel, Access, Project, Visio, Publisher, SharePoint, etc..<br>
- Ability to work independently and excel in a team environment.<br>
- Web software development skills would be considered a plus.<br>
<br>
U.S. Citizenship and ability to obtain an interim and a permanent U.S. DoD Secret Security Clearance required.<br>

KEY REQUIREMENTS:

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None Bachelors degree