Customer Relations Liaison

SecuriGence•Arlington, VA

2d•$74,300 - $80,000•Onsite

About The Position

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer’s core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large-scale government operations by leveraging cutting-edge technology and take your career to the next level! We are seeking a proactive and strategic Customer Relations Liaison to provide leadership and direction for our system end-user service desk support. The ideal candidate will be responsible for managing all facets of customer relations, ensuring timely and effective resolution of customer concerns, and driving continuous improvement in our service delivery processes. The Customer Relations Liaison serves as the customer's advocate and trusted advisor, ensuring clear communication, effective issue resolution, and strong collaboration between customer stakeholders and IT service delivery teams. The position focuses on enhancing customer satisfaction, promoting service excellence, and strengthening long-term customer relationships.

Requirements

High school diploma or GED equivalent
5+ years of experience in customer relations, customer success, or IT customer support environments.
Candidate must meet DoDD 8140.01 (IAM-I) requirements.
Top Secret clearance with SCI eligibility required.
Exceptional customer service and relationship-building skills.
Strong verbal and written communication abilities.
Ability to effectively 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.

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 customer outreach to gather feedback, understand business needs, and identify opportunities for improvement.
Act as the voice of the customer by communicating customer concerns, expectations, and priorities to internal teams.
Coordinate the resolution of customer concerns and service-related issues across multiple teams.
Monitor and track customer requests and escalations through completion.
Provide customers with timely updates and transparency regarding the status of requests, issues, and improvement initiatives.
Facilitate communication between stakeholders to ensure issues are resolved efficiently and effectively.
Set and manage customer expectations regarding 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 enhancements to customer experience and service delivery processes.
Participate in customer satisfaction initiatives and action planning efforts.
Support the development and implementation of strategies that improve customer engagement and overall service quality.
Promote a culture of customer service excellence throughout the organization.
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 review discussions.
Maintain accurate records of customer interactions, requests, and resolutions.
Ensure activities are conducted in accordance with corporate policies, procedures, and contractual requirements.
Maintain knowledge of services, technologies, and support processes to effectively communicate with customers and stakeholders.
Perform other duties as assigned.