Business Relationship Manager

Description

Join an exciting team!

Washington Technology Solutions (WaTech) operates the state’s core technology services and helps the government function more efficiently, safely, and securely. WaTech is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services.

About this opportunity:

As the Business Relationship Manager, you'll be the driving force behind WaTech’s customer relationships. Acting as the primary point of contact for current and potential customers, you'll engage with organizational leaders, assess their technology needs, and connect them with WaTech’s solutions. As the vital link between WaTech and its partners, you'll shape strategic collaborations and ensure seamless engagement. This role is part of the Business Relationship Management team and reports to the Customer Engagement Director.

Duties

Some of what to expect with this role:

• Establish and maintain strategic relationships, advocate for and assess customer needs, and manage comprehensive customer account plans.
• Encourage governance participation, support compliance with statewide standards, and act as a bridge between WaTech leadership and customer IT leaders.
• Guide customers agencies through the budgetary Decision Package (DP) process, develop technology roadmaps, and offer strategic insights to support alignment with WaTech’s goals.
• Promote service adoption, foster cross-agency solutions, maintain expertise in WaTech services, and manage Customer Relationship Management (CRM) documentation.
• Track and report on customer satisfaction, Key Performance Indicator (KPI) progress, and operational impact to ensure continuous improvement and alignment with strategic goals.
• Contribute to the refreshment and delivery of the statewide IT strategic plans (IT, data, security, etc.) and WaTech's strategic plan, ensuring alignment with evolving customer needs and statewide IT priorities.
• Identify and recommend innovative practices or emerging technologies that align with strategic objectives supporting the evolution of the statewide IT landscape.
• Drive and enhance business value from the customer’s perspective.
• Craft and execute customer account engagement plans, including communication strategy, engagement frequency, value proposition, relationship building, and continuous improvement.

Qualifications

Requirements of the position:

• Nine years of information technology experience, including one or more of the following: IT consulting, IT marketing, IT sales, providing customer or technical IT support to customers in information technology. This should include:
  • Minimum of 3 years of experience working directly with executive level management in large complex, and customer-focused service delivery environment, in support of business strategy, technology innovation and modernization efforts.

**A bachelor's degree in business, marketing, information technology, or related field can substitute for up to four years of the required total experience. **

• Proven ability to convey and explain complex issues in clear, concise, persuasive language both verbally and in writing and provide appropriate messaging to audiences ranging from front line workers to executives.
• Demonstrated strategic and systems thinking with disciplined, high-level project\program management is required.
• Ability to facilitate and influence end to end engagement to achieve desired business outcomes.
• Possess strong interpersonal skills with empathy, adept at influencing, negotiating, and resolving conflicts.
• Demonstrated experience working in a team-oriented, collaborative environment.
• Excellent knowledge of customer relationship management including building and maintaining strong customer relationships with customers at all levels of the organization.
• Knowledge of business systems and information technology for managing complex customer relationships. Results oriented and results driven.
• Able to work with executive level staff to influence the status quo.
• Highly adaptable and flexible; able to adjust quickly to new situations and changing priorities.
• Deep grasp and understanding of one or more government agency business areas and a comprehensive understanding of large complex IT organizations, including federated and centralized IT models.
• Experience facilitating organizational change management involving business processes.
• Demonstrated knowledge of strategic use of technology to optimize business objectives.
• Understand and able to communicate core concepts and lifecycle of IT lines of service (e.g. hardware, software, security, project management), complex business requirements to technology teams, and technology fundamentals to business teams.
• Proven experience conducting business analysis and soliciting, understanding, and verifying business requirements.

Preference may be granted to applicants who possess the following:

• Advanced business degree or equivalent combination of education/experience.
• Demonstrated ability to manage within and to create effective matrix organizations.
• Experience leading large, complex IT projects and demonstrated knowledge of project management principles.
• Experience specific to customer account management and marketing of technology services in computing, networking, security, storage, etc.

Supplemental Information

Telework: This position is approved for telework. However, the incumbent may be required to be onsite up to four times a year to attend team meetings, trainings, etc.

We value diversity and different perspectives:

WaTech is committed to providing equal access and opportunities to all qualified applicants and employees. We seek to attract and retain a diverse staff and welcome your experiences, perspectives, and unique identity.

What WaTech Offers:

As an employee of WaTech, you’ll have access to an outstanding employee benefits package that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.

While WaTech is headquartered in Olympia, Washington, which is near some of the country’s most scenic national parks, we are able to offer many of our positions telework and flexible schedule options to help support a healthy work life balance.

To learn more about WaTech, and what our employees enjoy about working here, please visit our website.

How to apply:

Applications for this recruitment will be accepted electronically. Please select the large “apply button” at the top of this announcement. You may need to create a profile and account in Washington state's automated application system. We invite you to include your name and pronouns in your material to ensure we address you correctly throughout the application process.

To be considered for this position you will need to:

• Submit your online application.
• Answer all required Supplemental Questions.
• Attach a Letter of Interest that addresses how your experience qualifies you for this role.
• Attach a Resume that clearly documents the work history, training, and education that makes you a viable and competitive candidate for this position.

• Include Three professional references and their contact information.

Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. (Please redact any personally identifiable data such as social security number prior to submittal.)

Note: Applications without the requested attachments identified above or containing supplemental question responses with comments such as "see resume" may lead to your application being disqualified from consideration.

Conditions of employment:

This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position and is a continued condition of employment.

Recruitment process:

First round of application assessments will be conducted seven days after the initial job posting date. The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date during the recruitment process. It is to the applicant's advantage to apply as early as possible. This recruitment may be used to fill multiple positions.

Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to Rebekah.Wilkes@WaTech.wa.gov

Persons requiring accommodation in the application process or for an alternative format may contact Human Resources at (360) 407-8242 or Human.Resources@watech.wa.gov.Persons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388. WaTech complies with the employment eligibility verification requirements of the federal Form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.