Customer Relationship Manager

REDLattice•Chantilly, VA

3d•Hybrid

About The Position

At REDLattice, we're redefining the rules of the cyber game. Our mission goes beyond just protecting critical infrastructure—we're boldly exploring cyber strategies and CNO technologies that give our nation the upper hand in securing its digital frontier. With cutting-edge tech and brilliant minds, we provide our clients with the tools to help drive the CNO mission. In the fast-paced world of cybersecurity, REDLattice is your innovative partner, using creativity and expertise to outsmart adversaries and keep the digital world safe and sound. We are driven by impactful and innovative projects that contribute directly to safeguarding our country's critical infrastructure. Our teams are engaged in advanced vulnerability analysis and solutions that meet the complex demands of our mission. With offices in Northern Virginia and Melbourne, Florida, we are expanding rapidly to support the evolving needs of our customers and partners. Position Overview: We are seeking a skilled and proactive Customer Relationship Manager with a strong background in IT Network Administration to join our team in Tampa, FL. This hybrid role is critical in fostering strong customer relationships while ensuring the technical infrastructure supports client operations seamlessly. The ideal candidate will have a unique blend of technical expertise and exceptional interpersonal skills to address both customer and operational needs effectively. You would be part of an existing team of outcome focused engineers and IT professionals.

Requirements

3+ years of experience in customer relationship management or IT network administration.
Strong knowledge of network protocols, routing, and switching (e.g., TCP/IP, BGP, OSPF).
Proficiency in managing VPNs, and network nodes.
Excellent troubleshooting and problem-solving skills.
Proven ability to engage with customers at all organizational levels and build lasting relationships.
Strong organizational skills and attention to detail.
Excellent written and verbal communication skills.
Active TS/SCI

Nice To Haves

CCNA, CCNP, or equivalent networking certifications.
Security+ or CISSP certification.
Experience in the technology or cybersecurity industry.
Familiarity with government contracting and DOD operational requirements.
Certifications in project management or customer success (e.g., PMP, CSM) are advantageous.
Bachelor’s degree in Business, Information Technology, Computer Science, or a related field (or equivalent work experience).

Responsibilities

Serve as the primary point of contact for customers, building and maintaining strong, professional relationships.
Engage with customers at all levels, from technical users to executive stakeholders, to ensure alignment on needs and expectations.
Actively gather and analyze customer feedback to improve service delivery and ensure satisfaction.
Coordinate with internal teams to deliver customized solutions that meet customer requirements and operational goals.
Monitor project progress and provide regular updates to customers on milestones, performance metrics, and deliverables.
Resolve customer concerns and escalate issues as needed to ensure timely and effective resolution.
Collaborate with customers to identify long-term objectives and operational strategies, proposing innovative solutions to enhance operations.
Identify opportunities for expanding REDLattice’s support to meet evolving customer needs.
Monitor network performance and troubleshoot on-site customer issues to ensure uptime and reliability.
Work closely with our HQS based team to effect issue resolution.
Monitor and manage network security measures to protect against unauthorized access and cyber threats.
Manage and maintain servers, ensuring systems are up-to-date with the latest patches and updates.
Provide technical support to team members, resolving IT-related Vail issues in a timely manner.
Maintain detailed documentation of user accounts, system changes, and troubleshooting processes.
Collaborate with vendors and service providers for equipment procurement and support.