Senior Customer Relationship Manager

MORI Associates•Washington, DC

2d•$75,000 - $85,000•Onsite

About The Position

MORI is seeking a Customer Relationship Manager IV to provide critical customer-facing coordination and advisory services to the NASA Headquarters (HQ) and Goddard Space Flight Center (GSFC) Office of the Chief Information Officer (OCIO) to ensure alignment of IT services with Center and Agency mission needs. This role functions as a trusted advisor and primary IT point of contact for customer organizations, supporting meetings and outreach, engagement, issue resolution and identifying customer needs, translating requirements into actionable activities, coordinating resolution of customer-impacting issues, and strengthening customer relationships in alignment with NASA and OCIO strategic objectives. across HQ and GSFC OCIO, Agency OCIO service lines, and Center stakeholders. Primary job function involves servicing as the primary liaison between HQ OCIO customers, advising stakeholders, translating customer needs into actionable plans, coordinating service delivery and issue resolution, managing escalations, and assessing customer impacts. Align Center and Agency engagement activities; support consistent, high-quality customer relationships; anticipate and communicate changes and services; and advocate customer needs in support of HQ and Agency OCIO strategic priorities. Lead and support customer forums, outreach, and web presence. Coordinate with OCIO leadership, service lines, and partners to develop solutions, improve customer experience, and maintain records to support performance tracking and continuous improvement.

Requirements

Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support.
Requires a basic knowledge of an organization's product and service offerings to be able to provide the customer with information to support acquisition decisions.
Experienced in supporting a customer's IT needs and/or products and services.
Must have excellent and efficient written and oral communications skills in responding to customer inquiries or requests through face-to-face communication, telephone calls, email, online chats, and web submissions.
Must have excellent customer service skills and can establish and foster close business relationships with the assigned organizational partners.
Proficient in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, One Drive), SharePoint, and Power BI.
Experience in creating and maintaining customer support tickets using an ITSM based ticket tracking system for all work performed.
BA/BS with 8 years or experience, or AA/AS with 12 years or experience, or high school diploma with 16 years of experience.

Nice To Haves

Prior experience supporting NASA IT needs or services.
Experience with the Service Now or other IT tracking systems.
ITIL-IV certified or earlier ITIL certification.
Familiar with NASA OCIO processes, procedures, and tools.
Familiar with IT Service Management and customer support best practices.
Excellent Customer Service Skills.
Outstanding Organization Skills.
Strong Analytical Skills.
Able to work well independently, proactive and as a team player.

Responsibilities

Service as the primary liaison between HQ OCIO customers, advising stakeholders, translating customer needs into actionable plans, coordinating service delivery and issue resolution, managing escalations, and assessing customer impacts.
Align Center and Agency engagement activities; support consistent, high-quality customer relationships; anticipate and communicate changes and services; and advocate customer needs in support of HQ and Agency OCIO strategic priorities.
Lead and support customer forums, outreach, and web presence.
Coordinate with OCIO leadership, service lines, and partners to develop solutions, improve customer experience, and maintain records to support performance tracking and continuous improvement.
Be proactive and responsive to customer inquiries and IT requests.
Develop and maintain specific customer organizational profiles and end-user personas.
Assist with the submission of IT/service requests in the appropriate OCIO systems, address customer inquiries are route to the appropriate OCIO service team and analyze and communicate customer impacts.
Track and manage CRM actions and to provide periodic updates.
Support the customer in subscribing to or obtaining the various OCIO services or capabilities.
Facilitate customer awareness of the self-help and self-service capabilities of the Enterprise Service Desk.
Work with offices and customers to identify problems, opportunities, requirements, and risks and identify mitigations and contingencies with the OCIO enterprise service teams.
Manage and develop customer relationships on behalf of the OCIO through customer liaisons, customer meetings, and a comprehensive understanding of customer issues and service requirements, which include the ongoing operation of IT services.
Understand the interests and requirements of customers relative to IT services and translate these into relevant and actionable requirements from which to build new or modify existing IT services.
Develop a broad knowledge of NASA IT functions, processes, contracts, and services, and develop expertise in supported organizations’ functions, processes, and IT needs to proactively provide effective recommendations and solutions that are integrated across the portfolio of OCIO service providers.
Identify and communicate customer impacts to proposed and upcoming Service Line changes.
Navigate service line responsibilities to identify barriers to resolution of customer issues.
Assist HQ customers with using OCIO’s products and services.
Help solve customers’ problems and manage customer engagement aspects of the eMITS contract.
Foster positive relationships with HQ/GSFC customers as their primary point of contact.
Help OCIO implement IT services and plan outreach events effectively.
Ensure that eMITS contract terms and conditions are met.
Address HQ customer issues with speed and efficiency.
Prepare reports on Customer Engagement performance.
Work effectively within a team environment at all levels.