Customer Relationship Manager - Non-Merit

Regular Schedule: 34 hours per week

A Non-Merit vacancy exists in the Office of Information Technology.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

All interested candidates must apply at this time.

List all promotions and changes in job duties due toreclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications.

Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered.

You can attach your resume, transcript(s) or license(s) to your application.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

DEFINITION OF RESPONSIBILITY:

The IT Customer Relationship Manager (CRM) plays a vital role in fostering strong partnerships between the Office of Information Technology (OIT) and its customers, ensuring alignment between OIT’s strategic initiatives and those of its customers. Acting as a seamless bridge between both entities, the CRM eliminates barriers between OIT and County Departments, serving as a single point of contact for technology-driven solutions. By leveraging OIT’s services and expertise, they enable departments to streamline operations, enhance business automation, and drive efficiencies, making their contributions instrumental to the success of technology advancements across the County. As a trusted liaison, the CRM is responsible for accurately identifying and capturing customers' problem statements, translating their challenges into actionable solutions. Through a deep understanding of departmental pain points and operational needs, they effectively bridge the gap between technology and business objectives. The ideal candidate will possess an understanding of IT structures and strategic focus areas, demonstrate strong critical-thinking abilities and provide informed recommendations that support innovation and operational excellence. Above all, the IT Customer Relationship Manager owns and cultivates the strategic relationship between OIT and County agencies, ensuring technology serves as an enabler for progress and efficiency.

KEY OBJECTIVES:

Establish trusted relationships with County departments by actively engaging with stakeholders to understand their priorities, objectives, and operational challenges. Serve as the expert on their strategies, practices, and technology landscape to ensure alignment between IT solutions and departmental goals. Effectively elicit and articulate user needs, translating them into actionable technology initiatives that enhance efficiency, improve user experience, and drive measurable outcomes. Act as a bridge between departments and IT, fostering collaboration and ensuring technology adoption supports long-term success across the County.

EXAMPLES OF ESSENTIAL DUTIES:

• Establish and maintain strong working relationships with customers
• Understand the customers function and business.
• Develop tailored strategies to support customer needs and business objectives.
• Develop customer technology roadmaps.
• Document workflows, processes, use cases, and user stories to support planning.
• Conduct research on customer needs, market trends, and peer solutions.
• Lead project intake for technology initiatives, developing business cases and defining priorities.
• Advise on metrics and technology outcomes, ensuring alignment with agency goals.
• Conduct customer journey mapping to identify pain points and service improvements.
• Develop surveys, feedback mechanisms, and measurement tools to monitor satisfaction.
• Support cross-functional teams to resolve complex customer issues.
• Address and resolve operational issues efficiently, ensuring smooth service delivery and engagement.
• Stay informed on industry trends and innovative service strategies.
• Identify opportunities to leverage technology and digital platforms to streamline processes, improve service access, and enhance the overall customer experience.

Education, Training, and Experience:

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, or a related field
• Proven experience in a customer relationship management role, preferably in an IT environment
• Knowledge of IT processes and procedures
• Understanding of public administration and municipal government operations

Preferred Skills

• Strong communication and interpersonal skills
• Ability to think critically and creatively
• Strong understanding of project management
• Ability to analyze problems, assess consequences, propose actions, and implement recommendations
• Ability to work independently and in a team environment
• Ability to organize and maintain accurate records of activities
• Ability to stay up to date with industry trends and best practices
• Ability to navigate highly visible projects with tact
• Strong emotional intelligence to interact professionally in all situations
• Ability to use independent judgment when exercising responsibilities
• Ability to document findings, analyze policies, conduct studies, and make data-driven recommendations
• Experience with customer journey mapping and analytics
• Ability to organize work and meet deadlines
• Ability to perform under pressure with composure
• Ability to establish and maintain effective relationships

Proof of Licenses, Certifications and Education
Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant’s major field of study. Copies and unofficial transcripts are acceptable.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

Proof of Degree Equivalency
Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. (www.WES.org)
Mail or deliver documents to:

ATTN: Customer Relationship Manager - Non-Merit
Office of Human Resources
Baltimore County Government
308 Allegheny Ave.
Towson, MD 21204

You can attach your resume, transcript(s) or license(s) to your application.

EXAMINATION PROCEDURE
Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.

This position works an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems.

Employment Background Investigation

Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check.