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CACI International Customer Relationship Manager in Falls Church, Virginia

Job Description

CACI is seeking fully cleared, dynamic technical professionals to join our defense program. CACI has an exciting and challenging opportunity supporting the Defense Health Agency (DHA) by providing enterprise information technology (IT) services using industry best practices to support a large, global healthcare organization. Our mission will enable DHA to modernize their Electronic Health Record (EHR) system, developing a framework to support data communications, network, and enterprise services infrastructure. The program will provide IT, Network Engineering, Infrastructure and Operational services. As a team, we will architect, develop, engineer, maintain, and provide continuous sustainment of enterprise-level infrastructure and operations in support of the customer’s mission worldwide. Be a part of something greater than yourself and make a lasting impact at CACI.

Here's What You’ll Get to Do:

Serves as the Customer Relationship Manager establishing goals and plans that meet program objectives. Utilizing domain and expert technical knowledge, the Customer Relationship Manager provides technical/management for large scale enterprise operational environment. The Customer Relationship Manager has overall responsibility for some technical, administrative, contractual, and personnel aspects of the program. He/She will be responsible for the following:

  • Develops strategic goals and implements strategic initiatives in support of goals.

  • Establishes or works to implement key elements of tactical and operational plans with measurable contribution towards the achievement of results of the sub-function or completion of a project. Makes significant decisions on what their team of responsibility focuses on or executes as directed. Focus is on short-to mid-term operational plans (e.g., 1-2 years). Develops new products, processes, standards, or operational plans in support of the job function strategy.

  • Develops and implements new products, processes, standards, or operational plans that will have an impact on the achievement of functional results

  • Manages a large team or multiple smaller teams which would typically consist of both experienced professionals and managers

  • Problems faced may be difficult to moderately complex

  • May have budget or P&L accountability for area of responsibility or manage resources or elements of the budget.

  • The Customer Relationship Manager's interactions are supported by his/her corporate executives to make sure that the program provides on-time delivery of top-quality services.

More About the Role:

The Customer Relationship Manager contributes to the leadership team of the business they partner with by actively collaborating with key stakeholders to promote EITSI’s information technology policies and mandates as well as ensures that the program is able to recognize and optimize such policies and capabilities to achieve its mission. The Customer Relationship Manager establishes communication processes and channels with IT service providers, advocates for cybersecurity awareness, and provides creative and innovative solutions while working closely with all partners to ensure that EITSI's mission is realized and optimized.The Customer Relationship Manager will be responsible for driving the following initiatives:

  • Develop and maintain privileged relationships with each supported site to understand local initiatives and explore opportunities for growth.

  • Lead and drive transformation, growth, and optimization strategies for EITSI stakeholders

  • Foster professional relationships with EITSI stakeholders to help them follow best practices and optimize use of enterprise technologies and services.

  • Identify opportunities to upgrade or provide additional products/services so that they meet Government’s needs effectively

  • Manage relationships with IT vendors to ensure solutions and services comply with the Group’s IT guidelines.

  • Establish Key Performance Indicators to track stakeholders’ satisfaction with EITSI portfolio of services and be ready to address areas in need of improvement.

  • Identify and communicate how EITSI solutions and services (governance, infrastructure, network provisioning and support, and IoT) can help supported the program to achieve short and long-term goals.

  • Anticipate the direction of the business and recommend solutions to support desired future state.

  • Advise on options, costs, risks, and benefits of solutions

  • Manage change control and develop clear and concise communications regarding impact.

  • Manage escalation of IT support requests to ensure timely response.

  • Provide direction and monitor performance.

  • Lead innovation by defining & implementing engagement methodologies and best practices in the continuous pursuit of operational excellence and process enhancement.

You’ll Bring These Qualifications:

  • Bachelor’s Degree Required, preferred degree in Information Systems, Information Technology, Business, Finance, or related field.

  • 8+ years’ experience in Information Technology, IT Risk Management, Technology Governance, or directly related experience.

  • 6+ years’ business relationship management and/or program management with IT infrastructure, IT processes, and/or business processes.

  • An active Secret clearance

  • ITIL v3 or ITIL 4 foundation certification

  • Strong knowledge of COBIT 2020

  • Strong leadership and effective interpersonal and communication experience interacting with all levels of the organization in the context of strategy, technology, and/or risk programs.

  • Ability to clearly express technical and business concepts

  • Excellent Project Management skills

  • Strong understanding of Cybersecurity trends

These Qualifications Would be Nice to Have:

  • Master's Degree in Information Technology, Computer Science, Information Systems, Business Administration or related field, and 12 years of prior relevant experience.

  • Knowledge of Health IT technology including Electronic Health Records

  • Experience with service delivery, infrastructure, and operations

  • ITIL Expert certification

  • ITIL Service Design certification

  • PMP certification

  • Prefer experience working with IT governance frameworks.

What We Can Offer You:

  • We’ve been named a Best Place to Work by the Washington Post.

  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

  • We offer competitive benefits and learning and development opportunities.

  • We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

  • For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Job Location


CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.