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Business Relationship Manager- Richmond, VA

Publish Date:  Feb 18, 2021
Location: 

Richmond, VA, US

Company:  Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.


The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

 

 

 

Job title: Relationship Manager

Location: Richmond, VA

Responsibilities include Service Level Agreement (SLA) oversight, customer relationship, project oversight, ensuring high customer satisfaction; escalation management for all services provided under the DCS contract; leading regular reviews with the customer, ensuring all delivery commitments and deliverables are provided to customer as per the contract; interface between customer and delivery technical teams; and ensuring project delivery as per the agreement.
 
The Customer Service Manager is the “Voice of the Customer” and as such plays a critical role in the organization which requires high collaboration & communication with internal teams of support engineers, data center engineers, project managers, infrastructure technologists, and services support to successfully deliver services for an enterprise environment. Demonstrated experience and knowledge in the implementation of processes and tools for incident, problem and change, Service Level Agreement (SLA) measurements and reporting, disaster recovery, asset management, security, compliance, and server management tools. This position involves demonstrating interaction with customers and executives, negotiation, planning, project management, resource coordination, communication and collaboration in leading customer engagements, data center setup, business analytics and /or cloud.
 
Major Responsibilities/Activities:
•    Plans resources and assesses tools for short/long term strategies
•    Management, Leadership, and Professional Development
•    Manage and resolve critical situations through effective communication with customers and internal project teams.
•    Process and Methodology Ownership and Improvement
•    Develop standards and best practices to improve efficiency and over-all quality of work delivered by the team
•    Communication and Collaboration
•    Work directly with service and technical delivery managers to ensure quality of service and over-all delivery of projects.
•    Collaborate with the management team to develop and execute plans for continued growth and development of the Services organization
•    Contribute to positive customer satisfaction and establish customer executive relationships 
•    Have experience to expand base scope of work and skills through staff augmentation and projects 
•    Work closely with the service delivery team for solutioning and internal approvals
•    Have demonstrated communication skills to interact at all levels in the Customer and internal organization
 
Minimum Requirements:
•    Outstanding verbal, written and interpersonal communication skills
•    Project management skills
•    Escalation management skills
•    Ability to lead matrixed teams to meet critical customer project deadlines.
•    Demonstrated leadership qualities and self-sufficiency.
•    Ability to carry out Root Cause Analysis to identify issues and resolve with minimum of delay and impact 
•    Demonstrated ability to exercise sound business judgment to determine logical solutions to customer technical issues.
•    Must have a passion for customer satisfaction and have the ability to manage the customer’s needs and expectations.
•    Should have excellent organizational, time management and customer relation/communication skills.
•    Must be analytical and self-motivated, demonstrate leadership qualities and self-sufficiency, team oriented, enthusiastic and understand stress management. 
•    Ability to identify trends of issues and propose innovative solutions. 
 

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.


Nearest Major Market: Richmond