Synaptek

Responsibilities & Qualifications

RESPONSIBILITIES

• Create, optimizing and maintaining the Customer Relationship Management system to enhance business operations, improve customer relations, and drive sales and marketing strategies.
• Responsible for maximizing the efficiency of the CRM data and communication to improve customer care.
• Conduct field site visits with the customer and identify VIP/high touch sites
• Act as a liaison between the internal teams, employees and the CRM system.
• Collect and analyze customer data via phone conversations, observations and onsite visits.
• Use CRM systems to manage relationships and develop a cadence of monthly and quarterly reviews of all sites
• Develop new ways to meet customers’ needs.
• Address customer complaints.
• Oversee the interactions between customers, visitors and key team members, such as Tier I and Tier II Agents, and Help Desk Leads and members of management.
• Develop marketing campaigns to attract new customers.
• Collaborate with sales, marketing and operations teams to improve the customer experience.
• Participate in project performance review meetings and discussions with internal and external stakeholders.
• Develop and present meeting materials such as PowerPoint presentations, schedules, diagrams to customers.
• Support Help Desk agents and users.
• Support projects as needed.
• Must be flexible to work semi shift work/non-standard hours.
• Cross train with Help Desk Manager and Project Coordinator to support program and backup team as needed.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in computer science or similar, or commensurate experience
• A minimum of three (3) years of experience in managing CRM solutions.
• Excellent communication and interpersonal skills are essential.
• Must have or be able to pass the Veterans Administration Background Investigation
• Must be able to pass a drug screening 
• Must reside within the continental United States
• U.S. Citizen
• Must complete and pass two stage TB testing
• Must have a valid state driver’s license and proof of insurance 
• Must be at least 21 years of age
• Position requires up to 25% nationwide travel – candidate must be within commuting distance to a regional or international airport
• Must be willing and able to travel via plane to CONUS and OCONUS locations

PREFERRED QUALIFICATIONS

• Experience with Microsoft Dynamics 365 or similar CRM platforms
• Possess a strong understanding of Agile methodologies (e.g., Scrum, Kanban)

Overview

We are seeking a Customer Relations Manager to join our team supporting Department of Veteran's Affairs Guest WiFi team.

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

Visit us at www.TekSynap.com. 

Apply now to explore jobs with us! 

The safety and health of our employees is of the utmost importance. Employees are required to comply with any vaccination requirements mandated by contract, applicable law or regulation.

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Additional Job Information

WORK ENVIRONMENT AND PHYSICAL DEMANDS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: Telework with Travel
• Type of environment: Varies
• Noise level: Low
• Work schedule: Schedule is day shift Monday – Friday. May be requested to work evenings and weekends to meet program and contract needs.
• Amount of Travel: approximately 25%

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

WORK AUTHORIZATION/SECURITY CLEARANCE

United States Citizenship

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.

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