Manager, Customer Relations

General Characteristics Overall responsibility for establishing, managing and maintaining strategic relationships with external customers in one or more business segments.

Regularly interacts with functional groups within the IT organization to communicate and clarify customer requirements.

Performs as liaison between enterprise and end-users, outside vendors, contractors, and consultants to define and establish service and support requirements.

Investigates and resolves customer relationship problems.

May participate in contract negotiation and administration.

Analyzes and determines operational and financial impact of new product and service offerings.

Proposes changes or solutions to products and services for optimal business results.

Assists in organization change management and functions as an internal consultant in analyzing business processes, assessing and defining customer specifications and requirements,...