IT Customer Relationship Manager with Security Clearance

Description Expertise and Functions: Interface between agency and key government partner organizations Embed with various teams across the contract focusing on providing mission and enterprise IT solutions Cultivate strong relationships with senior leadership Conduct strategic planning, business case development, requirements gathering and development, technical solution implementation within a complex government environment Build and maintain strong relationships with key stakeholders within assigned government partner organizations, including senior leadership Leverage existing relationships to facilitate communication, collaboration and enhance customer experience Collaborate with government customers to develop and understand their mission, strategy, and strategic objectives Facilitate the development of common architectures to service the serve the strategic objectives of the government customer Conduct thorough assessments of the current state of assigned government partner organizations Utilize experience to interpret customer need and identify to provide solutions of immediate value and contribute to long-term goals, collaborating with the Architecture & Engineering (A&E) team for roadmap additions Develop compelling business cases that clearly articulate the value proposition of solutions to government partner organizations Quantify benefits and demonstrate a clear return on investment of proposed solutions Collaborate with the architecture and engineering team and project managers to translate business processes into functional requirements, designs, and user stories Coordinate with technical teams and the manager to develop business cases for future solutions, enabling organizations to include them in their Program Objective Memorandum (POM) process Coordinate with technical teams to ensure seamless implementation of solutions using Agile and/or waterfall methodologies, as appropriate Configure and maintain CRM features including workflows, automations, dashboards, and reports Track progress, address challenges, and communicate updates to stakeholders Work closely with the CRM Team Lead, fellow team members, Task Order (TO) Leads, technical teams, and the business operations manager to ensure a coordinated, cross-functional, and consistent approach to client engagement for effective life cycle management Facilitate effective communication and information sharing across all stakeholders Serve as the initial point of contact for customer requests, playing a key role in translating business needs into actionable system requirements Conduct detailed requirements gathering sessions with key stakeholders to identify business needs and objectives Validate requirements through follow-up meetings and documentation reviews to ensure alignment with end user expectations with a focus on life cycle management and end-to-end sustainment of capabilities and technologies Ensure all client communications and data exchanges comply with security and privacy regulations Enforce secure handling of customer data and maintain accurate consent and communication logs Act as a liaison with compliance teams to report potential data incidents and ensure the customer-facing staff follow approved protocols for data access and secure communication Conduct risk assessments and develop mitigation strategies Analyze data and identify trends to improve business performance and mitigate risks Other duties as assigned Education/Training: Associate's Degree in relevant technical/scientific discipline required Experience: 3+ years of direct experience in IT Customer Relations or experience in customer relationship management, business development, or a related field, with a strong focus on government or public sector clients Demonstrated experience in requirements management and working with Agile methodologies Proven ability to build and maintain strong relationships with senior-level stakeholders Deep understanding of customer needs and a commitment to enhancing customer satisfaction Understanding of strategic planning and business case development Demonstrated experience with requirements development, technology implementation and project management Excellent verbal and written communication abilities to effectively interact with clients and stakeholders Ability to navigate complex organizational structures and processes Familiarity with government budgeting and acquisition processes (e.g., POM) Strong analytical and creative problem-solving skills Demonstrated ability to translate customer needs into actionable outcomes Preferred Experience : Familiarity with any CRM software and tools, and the ability to leverage technology to improve customer relationships (e.g., Salesforce, Service Now Microsoft Dynamics 365, HubSpot, etc.) Proficiency in developing and implementing quality metrics and scorecards Familiarity with the Missile Defense Agency and its capabilities Requirements Security: Must be a US citizen Candidate must be in possession of a Secret Security Clearance Physical Requirements: Able to occasionally reach with hands and arms Prolonged periods of computer screen use, while sitting or standing at a desk Adhere to safety protocols when in work areas requiring use of PPE (e.g. eyewear, gloves, masks, hearing protection, steel toed shoes, etc.) Able to safely lift and carry up to 20 pounds at a time Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k, IRA) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Short Term & Long Term Disability Training & Development Wellness Resources