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Federal - Customer Relationship Management (CRM) Specialist

Job Location: VA - Arlington

Regional Description: Southeast

Job Number: 00500183


- Job description

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.

Basic Qualifications:

  • Bachelor's Degree (in Business or IT related field preferred)
  • 1 year IT consulting experience
  • 1 year supporting Federal or DoD CIO/IT operations

Preferred Qualifications:

  • CRM experience
  • ITIL v3 certification
  • ServiceNow experience
  • Ability to create reports and dashboards for decision makers
  • Ability to work independently and as a team member
  • Strong communication and collaboration skills (oral and written; good briefing skills)
  • Proficient in Microsoft  Word, Excel, PowerPoint, and Visio
  • Good organizational, multi-tasking and time-management skills
  • Desire to add value to the client and Accenture above and beyond the role

An active security clearance or the ability to obtain one may be required for this role.


Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.


Applicants for employment in the U.S. must possess work authorization which does not require now or in the future sponsorship by the employer for a visa.


Accenture is a federal contractor, an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.


Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.


Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.


Accenture is committed to providing veteran employment opportunities to our service men and women.


US Citizenship Required.



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