Federal - Customer Relationship Management (CRM) Specialist
Organization: Accenture Federal Services
Location: Arlington, VA
Great outcomes are everything. It's what drives us to turn bold ideas into breakthrough solutions that solve the toughest problems fast--the first time. So you can change how people work and live.
The IT CRM Specialist will support the client in maintaining and monitoring the established CRM framework which aims to improve end-user expectations and increase efficiency in the service fulfillment process. The CRM Specialist will assist the CRM lead in monitoring customer satisfaction via surveys (to include the annual Voice of the Customer survey), determining the root cause of all identified issues and provide communications to the end user on the resolution of these issues/concerns. The CRM Specialist will additionally assist in business process improvement activities that are identified via surveys, customer feedback, and other issues as they arise. Additional duties include assisting the client and the CRM lead with reporting and metrics as they relate to customer service.
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As a change management consultant, Nahomie focuses on helping clients successfully transition as their organizations adopt new systems and new processes.
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