Relationship Manager
CurrentPartners with OTDI (Office of Technology and Digital Innovation) teams and customers to consistently deliver an outstanding customer experience that exceeds expectations and creates positive, long lasting relationships. The Relationship Manager (RM) is responsible for gaining insight into the customer's business, having good knowledge of customer outcomes and developing a strong business relationship with customers. Under general direction, provides solutions through research and client contact that are suited to the current and future needs of customers. Actively seeks new opportunities and develops strategies to market business solutions. Maintains a customer portfolio of accounts and serves as the primary contact in relationships with those units and our strategic partners. Manages opportunities through the OTDI service portfolio and is responsible for identifying the most suitable line of service and service level profile for every customer outcome. The RM will provide consulting and develop complex value-added service offerings based on OTDI service portfolio. The position will work closely with Product Management providing customer requirements for developing and managing services across the lifecycle and will liaise between Service Level Management and the customer to define the requirements of service level agreements. The Relationship Manager operates as a conduit between customers and IT gathering functional requirements and translating into IT resources. The RM represents the underserved and unserved needs of customers, reviews and analyzes data from key processes to determine end to end service achievement, consolidates data, identifies trends, produces performance reports, works in concert with Service Level Management, assumes responsibility for maintaining a good working relationship with customers and is a strong customer advocate of the university community.
