Service Desk Customer Relationship Manager in Gaithersburg, MD

$150K - $200K(Ladders Estimates)

CareTech Solutions   •  

Gaithersburg, MD 20877

Industry: Healthcare


5 - 7 years

Posted 29 days ago

This job is no longer available.

The Customer Relationship Manager oversees the client service contract and will serve as a liaison between IT staff and Hospital Management. This position is responsible for a successful partner relationship between CareTech Solutions Information Technology Service Desk and the client. The individual will have a high level of professionalism, build constructive relationships and assure CareTech' s Service Desk is providing excellent customer service to our clients.


  • Act as the client's single point of contact and work closely with the CTS Service Desk for operational communications; change control, new application roll outs, service level agreements, and reporting needs
  • Participate in customer change management meetings and serve as the key liaison between CTS and the client
  • Monitor the overall delivery of the service engagement and resolve any deviations
  • Review and administer the project change control procedure with the customer program sponsor
  • Provide the client with regular status reports on activities, plans, incidents, and issues in relation to the Service Desk
  • Analyze client requirements, and ensure that all requirements are met in a timely and accurate manner
  • Commitment to process improvement, challenging outdated practices where necessary

Knowledge, Skills and Abilities (KSAs):

  • Excellent customer service and people skills with in-depth knowledge of a call center environment
  • Results driven focus, taking appropriate steps to achieve goals Demonstrated follow up and follow through skills
  • Excellent organizational skills, ability to multi-task and manage time efficiently
  • Strong communication and troubleshooting skills Superior MS Office software skills (Word, Excel, PowerPoint, Outlook)

Education and Experience:

Bachelor's degree with concentration in IT, Management, or related field

  • 5+ years working in a Help Desk or related Customer Service environment
  • Healthcare experience preferred