Senior Customer Relationship Manager
MORI Associates•Washington, DC
•$75,000 - $85,000•Onsite
About The Position
MORI Associates is seeking a Customer Relationship Manager to serve as a primary IT point of contact and trusted advisor for customer organizations across NASA Headquarters (HQ) and Goddard Space Flight Center (GSFC). In this role, you'll be the bridge between the people who rely on NASA's IT systems every day and the teams who build and run them — ensuring technology truly serves the mission. This isn't a back-office support role. You'll be a visible, valued partner to HQ and GSFC stakeholders, helping shape how IT services evolve to meet the Agency's needs.
Requirements
- Demonstrated experience in customer relationship management or customer service support, ideally in an IT environment
- Excellent written and verbal communication skills — comfortable across phone, email, chat, and face-to-face settings
- A proven ability to build and maintain strong working relationships with organizational partners
- Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Power BI
- Experience logging and managing support tickets in an ITSM-based tracking system
- Bachelor's + 8 years, Associate's + 12 years, or High School Diploma + 16 years of relevant experience
Nice To Haves
- Prior experience supporting NASA or other federal IT environments
- Hands-on experience with ServiceNow or similar ITSM platforms
- ITIL-IV (or earlier) certification
- Familiarity with NASA OCIO processes and tools
- Strong analytical and organizational skills, with the ability to work independently and as part of a team
Responsibilities
- Serve as the primary liaison between HQ OCIO customers and the technical teams that support them
- Translate customer needs into clear, actionable plans — and follow through to resolution
- Manage escalations and coordinate fixes for customer-impacting issues across multiple service lines
- Build deep knowledge of customer organizations through profiles, personas, and ongoing relationship management
- Lead customer forums, outreach efforts, and web presence initiatives
- Track CRM actions, prepare performance reports, and drive continuous improvement
- Help customers navigate and adopt OCIO's self-service tools and capabilities
- Support delivery of the eMITS contract, ensuring terms and customer experience commitments are met
Benefits
- EEO/AA/Disability/Vets Employer
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What This Job Offers
Job Type
Full-time
Career Level
Senior
