Remote Customer Relations Manager (CRM) – Senior at VivSoft Technologies

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About Us:
VivSoft is an emerging technology company specializing in Cloud, Enterprise DevSecOps, AI, and Digital Customer Experience to drive mission-enabling digital transformation. We build mission-focused, scalable solutions through a diverse team of strategists, engineers, and designers experienced in high-performance software and AI factory accelerators. At VivSoft, you'll lead high-impact federal proposals that shape mission-critical solutions in cutting-edge fields like DevSecOps, AI, and Cloud technologies.

Key Responsibilities:

Serve as the primary point of contact for customers, ensuring strong, consistent, and proactive communication.
Manage and resolve escalations, ensuring customer issues are addressed promptly and satisfactorily.
Oversee the development and tracking of customer performance objectives, metrics, and service level agreements (SLAs).
Collaborate with internal teams to ensure customer requirements are understood and met.
Monitor and assess customer satisfaction and engagement, implementing improvements as necessary.
Utilize project management tools and techniques to oversee IT service delivery and customer-centric projects.
Facilitate change management initiatives aligned with organizational goals and customer expectations.
Prepare reports, presentations, and documentation for internal and external stakeholders.

Minimum Requirements:

Minimum five (5) years of experience in customer relationship management (CRM) roles.
At least ten (10) years of combined experience in industry, government, and/or consulting with a focus on customer relations.
Proven experience in IT project management using various Microsoft tools.
Solid understanding and hands-on experience in managing information technology services and strategies.
Proficiency in analytical tools such as Microsoft Excel and Microsoft Access.
Strong skills with the Microsoft Office Suite, including Word, PowerPoint, and SharePoint.
Demonstrated experience and knowledge in organizational change management standards.

Preferred Qualifications (Optional):

Certification in project management (e.g., PMP, PRINCE2).
Experience with CRM platforms and customer service tools.
Prior experience in public sector or government contracts.

Benefits:

Comprehensive Medical, Dental, and Visions Plans (Healthcare benefits are 100% employer-paid for employees only)
Life Insurance
Paid Time Off (Flexible/Combined PTO, Bereavement Leave, 11 Company Paid Holidays)
401K Retirement Plan with employer match
Professional Development Training Reimbursement
Flexible/remote work sched