Business Relationship Manager
Job Description
About the Role
Title:Business Relationship Manager
Location: View Job Posting for Location United States
Job Description:
Business Relationship Manager
Salary
$68,940.00 – $126,528.00 Annually
Location
Thurston County – Olympia, WA
Job Type
Exempt
Remote Employment
Flexible/Hybrid
Job Number
2025-WaTech-0250&6282-01191
Department
Washington Technology Solutions
Division
SMD
Description
Benefits
Questions
Description
Business Relationship Manager (EMS2)
This recruitment is being used to fill two positions*
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.
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.
More than Just a Paycheck!
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.
We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. That’s why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.
Read about our benefits:
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.
Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.
Insurance Benefits
Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.
Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.
To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.
Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.
Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.
The Washington State Employee Assistance Program promotes the health and well-being of employees.
Retirement and Deferred Compensation
State Employees are members of the Washington Public Employees’ Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems’ web site.
Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
Social Security
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
Public Service Loan Forgiveness
If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.
Holidays
Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.
Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.
Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.
Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.
Sick Leave
Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.
Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.
Vacation (Annual Leave)
Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.
Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.
Pay status includes hours worked, time on paid leave and paid holiday.
As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.
Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.
Military Leave
Washington State supports members of the armed forces with 21 days paid military leave per year.
Bereavement Leave
Most employees whose family member or household member dies, are entitled to three (3) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.
Additional Leave
Leave Sharing
Parental Leave
Family and Medical Leave Act (FMLA)
Leave Without Pay
Updated 12-31-2022
01
Please select the option that best describes how you meet the required qualifications:
I have nine years of Information Technology experience that includes one of the following: IT consulting, IT marketing, IT sales, providing customer or technical IT support to customers in information technology.
I have a bachelor’s degree in business, marketing, Information Technology, or related field AND five years of Information Technology experience that includes one of the following: IT consulting, IT marketing, IT sales, providing customer or technical IT support to customers in information technology.
I do not have the required combination of experience and/or education, but I am willing to learn.
02
Please explain how you gained the experience in question #1. If this does not apply, use “N/A”.
03
Please select the areas you have information technology experience with. Select all that apply
IT consulting
IT marketing
IT sales
Providing customer or technical IT support to customers in information technology
I do not have experience with any of these, but I am willing to learn.
04
Please explain how you gained the experience in each of the areas you selected in question #3. If this does not apply, use “N/A”.
05
Do you have three years of experience working directly with executive level management in a large complex, and customer-focused service delivery environment, in support of business strategy, technology innovation and modernization efforts?
Yes
No
06
If you selected you have experience in question #5, please briefly describe how you gained this experience (If none, please use “N/A”):
07
Will you now or in the future require sponsorship for employment visa status (e.g. H-1B visa status or F1 OPT ect.)?
Yes
No
08
How did you learn about this WaTech opportunity? Select all that apply.
Business Resource Group (BRG)
Careers.wa.gov
Governmentjobs.com
Public job sites (e.g., Indeed, ZipRecruiter, Glassdoor, Monster, etc.)
Job Fair
WaTech employee
WaTech website
WorkSource
Other
