Customer Relationship Manager (BRMP)

Job ID: VA-693278 (98890930)Hybrid Customer Relationship Manager (BRMP®) with business capability roadmap, and compliance experienceLocation: Richmond VA (VDOT)Duration: 9 monthslocal candidates strongly preferredSkills:Bachelor’s degree or six (6) years or more of related experience. Required 6 YearsStrong communication skills in writing, speaking and presenting with leadership of all levels. Required 10 YearsAbility to listen, build rapport, and develop credibility as a strategic partner. Be able to shift opinions using influence over positional power. Required 10 YearsSkilled and experienced at conflict negotiation and resolution; Experience dealing with difficult customers. Required 10 YearsAbility to share-ownership and drive results as a team. Ability to focus on purpose, value, and results, rather than solutions. Required 10 YearsAbility to connect strategy to execution; Strategic thinker. Required 10 YearsBusiness Relationship Management Professional (BRMP®) Nice to have 5 YearsThis position requires onsite 3 days a week with 2 remote. The contract may be extended annually beyond June 30, 2023. Contractor will be responsible for purchasing parking through VDOT’s Parking Management Office, if they wish.Ideal candidates for this role will innately 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.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 specific Divisions or groups 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 or product delivery.• 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 the strategic direction for systems owned by assigned business partners.• Support continued compliance with VDOT and VITA policies, standards, and guidelines.PB-693278.docxVAERTR-693278.docx