Customer Relationship Manager

Rothe Development•Huntsville, AL

19h•$63,000 - $72,000•Onsite

About The Position

Customer Relationship Manager Rothe is seeking a Customer Relationship Manager to provide critical customer-facing coordination and advisory services to the Marshall Space Flight Center (MSFC) 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 communication 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 MSFC OCIO, Agency OCIO service lines, and Center stakeholders. JOB DESCRIPTION Primary job function involves servicing as the primary liaison between MSFC 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 MSFC and Agency OCIO strategic priorities. Lead and support customer communications, 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. Work effectively within a team environment at all levels.

Requirements

Demonstrate 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, outreach 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, PowerBI, Outlook, Teams, OneNote, OneDrive), SharePoint, and Box.
A BA/BS in a related field plus eight years of experience, or n AA/AS in a related field plus 12 years of experience.
Secret clearance is required
This is an on-site position at a government facility
Requires presence on site in Colorado Springs, CO.

Nice To Haves

Prior experience supporting NASA IT needs or services.
Experience with the Service Now or other ITSM systems.
ITIL-IV certified or earlier ITIL certification.

Responsibilities

Servicing as the primary liaison between MSFC OCIO customers
Advising stakeholders
Translating customer needs into actionable plans
Coordinating service delivery and issue resolution
Managing escalations
Assessing customer impacts
Align Center and Agency engagement activities
Support consistent, high-quality customer relationships
Anticipate and communicate changes and services
Advocate customer needs in support of MSFC and Agency OCIO strategic priorities
Lead and support customer communications, 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
Work effectively within a team environment at all levels