What are the responsibilities and job description for the Customer Relationship Management Manager position at Radiant Digital?
We are looking for a Customer Relationship Manager - Hybrid - Richmond, VA
If you are interested in applying for this requirement, please do respond with your updated resume.
Job Title: IT Customer Relationship Manager
Location: Richmond, VA
Work Arrangement: Hybrid (2 days onsite, 3 days remote)
Duration: 11/03/2025 – 06/30/2026(Extension likely by 6–12 months)
Interview Process:
- First Round: Microsoft Teams
- Second Round: Onsite (mandatory)
- Only local candidates who can attend onsite interviews will be considered.
Position Overview:
The IT Customer Relationship Manager serves as a strategic liaison between Information Technology Division (ITD) and assigned business partners across Districts. This role is responsible for fostering strong, trust-based relationships, ensuring successful delivery of IT services, products, and projects, and managing escalations related to technology procurements, service delivery, and product performance.
Ideal candidates will be strategic thinkers who can engage with leadership at all levels, drive collaboration, and align business objectives with IT capabilities.
Key Responsibilities:
- Serve as the primary liaison between ITD and assigned business units or Districts.
- Engage regularly with agency and executive leadership to communicate IT performance, initiatives, and priorities.
- Collaborate with IT leadership to ensure continuous and effective delivery of IT products and services.
- Partner with Enterprise Architecture and business leaders to define product lines and maintain a multi-year business capability roadmap.
- Coordinate with project managers and service/operations teams to prioritize work and manage escalations.
- Identify opportunities for service improvement, innovation, and new service development.
- Oversee business partner expectations for ITD service delivery and engagement.
- Manage escalations related to IT procurements, service requests, and project delivery.
- Advocate for customer needs and ensure they are represented in IT strategy and operations.
- Support compliance with VDOT and VITA policies, standards, and guidelines.
Required Skills and Qualifications:
Bachelor’s degree or six (6) years related IT experience
Experience in IT, including SDLC, Agile methodology, and technology procurements
Strong written, verbal, and presentation communication skills with leadership at all levels
Ability to build rapport, develop credibility, and influence without authority
Skilled in conflict negotiation and resolution; adept at handling difficult customers
Team-oriented with focus on purpose, value, and results
Strategic thinker with ability to connect strategy to execution
Experience in product line planning, development, and management
Understanding of VDOT’s organization structure and VITA interaction
BRMP (Business Relationship Management Professional) Certification
