Arlington, Virginia, United States of America JOB #R2200106 **Customer Relationship Manager (CRM)**

currently looking for a CRM and Engagement Manager to help develop mechanisms to obtain/analyze customer feedback. ICF is a mission-driven company filled with people who care deeply about improving the lives of others and making the world a better place. Our core values include Embracing Difference; we seek candidates who are passionate about building a culture that encourages, embraces, and hires dimensions of difference.

@ ICF Next, we are fearless in finding new ways to solve problems, relentless in making sure it pays off for our clients and committed to making a positive change in the world.

Join our community of mission-driven creatives, communicators, strategists, and technologists to challenge the status quo.

***** Location On-site in Arlington, Va, active high-level clearance required.**

**Key Responsibilities:**

* Manage customer feedback about services and products that include publications, information sharing programs, and partnership events.

* The manager monitors customer satisfaction and devises ways for the company to better serve customers.

* Support and execute a comprehensive customer engagement plan.

* Support the implementation and management of a Customer Relationship Management tool to manage partners.

* Oversee the administrative support functions, including process development and data entry.

* Participate in ad-hoc projects and provide other general support for the broader Information team as needed.

**Required** **Qualifications:**

* Must have active TS/SCI or active TS with SCI eligibility.

* Bachelor's degree in business, communications, cybersecurity, information systems and security, or a related discipline or equivalent experience.

* 5+ years of experience with stakeholder engagement plans or organizational change management

* 1 plus years of experience with Customer Feedback Programs that provide insight to into customer feedback.

* Business acumen, organizational change management and stakeholder management skills.

* Ability to develop clear and concise presentations, reports and dashboards to inform upper management of relevant metrics and trends.

* Customer service orientation with strong leadership, interpersonal, organizational, problem-solving, and strategic thinking skills.

**Professional Skills**:

* Excellent written and verbal communications, effective interpersonal skills, strong formal presentation abilities, project management skills

* Professional, clear, and concise verbal and written communication to internal customers, subject matter experts, upper management and other audiences

* Strong deductive reasoning, critical thinking, problem solving, prioritization, attention to detail and consultative skills

* A collaborative team player who will solicit and offer input and support decision-making.

* Proven organizational skills (time management and prioritization), and also employ a rigorous process for all follow-up / coordination activities.

* Ability to deal diplomatically and effectively at all levels of the business including both technical and non-technical staff, management and senior leadership.

* Customer service orientation with strong leadership, interpersonal, organizational, problem-solving, and strategic thinking skills.

#c1y2b3e4r

**Working at ICF**

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth.

We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our .

**COVID-19 Policy**: New or prospective U.S. employees must provide proof of complete vaccination on the date of their commencement of employment. If selected for employment, you will provide proof of your full vaccination status, defined as vaccinated two weeks after receiving the requisite number of doses of a COVID-19 vaccine approved or authorized for emergency use by the FDA.

*Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process.* *To request an accommodation please email* *...@icf.com* *and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. Read more about non-discrimination:* *and* **.**

Arlington, VA (VA31)