Customer Relations Liaison

Chenega Corp•Arlington, VA

About The Position

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a proactive and strategic Customer Relations Liaison to provide leadership and direction for system end-user service desk support. The role manages customer relations, supports timely and effective resolution of customer concerns, and drives continuous improvement in service delivery. The liaison acts as the customer's advocate and trusted advisor, fostering clear communication and collaboration between customer stakeholders and IT service delivery teams to enhance customer satisfaction, service excellence, and long-term relationships. The position is based in Arlington, Virginia. A high school diploma or GED is required; a bachelor's degree is preferred. At least five years of experience in customer relations, customer success, or IT customer support environments is required. Experience supporting customers in a government or enterprise IT environment and DoDD 8140.01 (IAM-I) qualifications are preferred. A Secret clearance with SCI eligibility is required. Chenega MIOS describes professional development opportunities ranging from on-the-job learning to formal development programs. Its culture emphasizes supportive work, flexibility, well-being, and community impact.

Requirements

High school diploma or GED equivalent.
At least 5 years of experience in customer relations, customer success, or IT customer support environments.
Secret clearance with SCI eligibility.
Exceptional customer service and relationship-building skills.
Strong verbal and written communication abilities.
Ability to facilitate discussions between technical and non-technical stakeholders.
Strong conflict resolution and problem-solving skills.
Ability to manage multiple priorities and customer issues simultaneously.
Experience coordinating escalations and driving issues to resolution.
Knowledge of IT service management principles and customer support best practices.
Experience analyzing customer feedback and recommending service improvements.
Ability to coach, influence, and build partnerships across organizational boundaries.
Familiarity with Agile methodologies and continuous improvement practices.

Nice To Haves

Bachelor's degree preferred.
Experience supporting customers in a government or enterprise IT environment preferred.
DoDD 8140.01 (IAM-I) requirements preferred.

Responsibilities

Establish and maintain trusted relationships with customer stakeholders and end users.
Serve as the primary liaison between customers and internal service delivery teams.
Develop and maintain a customer communication and engagement strategy.
Conduct regular outreach to gather feedback, understand business needs, and identify improvement opportunities.
Communicate customer concerns, expectations, and priorities to internal teams as the voice of the customer.
Coordinate resolution of customer concerns and service-related issues across multiple teams.
Monitor and track customer requests and escalations through completion.
Provide timely updates and transparency about requests, issues, and improvement initiatives.
Facilitate stakeholder communication to support efficient and effective issue resolution.
Set and manage customer expectations for service delivery timelines and outcomes.
Analyze customer feedback, service trends, and recurring concerns to identify improvement opportunities.
Collaborate with service desk leadership and technical teams to recommend improvements to customer experience and service delivery processes.
Participate in customer satisfaction initiatives and action planning.
Support development and implementation of strategies to improve customer engagement and service quality.
Promote a culture of customer service excellence.
Monitor customer satisfaction metrics, service trends, and key performance indicators.
Prepare reports and provide updates on customer concerns, escalations, and service improvement efforts.
Participate in customer meetings, project reviews, status calls, and service reviews.
Maintain accurate records of customer interactions, requests, and resolutions.
Ensure activities comply with corporate policies, procedures, and contractual requirements.
Maintain knowledge of services, technologies, and support processes to communicate effectively with customers and stakeholders.
Perform other duties as assigned.