Customer Relationship Manager - Onsite At NASA Ames Research Center

Mountain View, CA

Full Time

Mid Level

Mori Associates is seeking a Customer Relationship Manager to provide Customer Relationship Management Support for NASA Ames Research Center’s Office of the Chief Information Offiers in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency’s enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA’s Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing engaging videos, to information technology management, to using social media to share NASA’s message, eMITS integrates services for NASA IT and provides NASA’s communication to the outside world. Come join us in support of NASA’s mission to inspire the world through information and discovery.

Primary job function involves serving as a customer liaison supporting their business needs and IT strategy development. This support includes identifying, researching, resolving and/or routing customer issues or complaints to the appropriate area. It also includes knowing the process for creating, monitoring, the resolution of, and closeout of support tickets resulting from customer requests.
The role interacts with assigned customer organizations to foster communication, ensure that they are aware of services offered, and educate them in how to obtain services, including the process for requesting the services. Maintain a technical understanding of the customer's requirements and the products and services that are available to meet their needs.
Directly interact with the organization's IT Business Managers to provide information in order to facilitate budget, cost, and technical reviews. Expedite approvals through various approval boards and working groups on behalf of the customer. Notify, facilitate, and monitor projects, service requests, and issues with the appropriate stakeholders on behalf of the customer.
Act as a Service Element Technical Expert (SETE) to the assigned organization and serve as the technical expert for the offered products and services. Participate in pilots and pathfinders, related to the services and products and develop training and communications as needed.
Must stay informed of industry best practices and new technologies for business and customer relationship management.

Minimum 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, OneDrive), SharePoint, and Box.
A BA/BS in a related field plus five years of experience.

Preferred Qualifications:

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

Salary Range is $83K to $95K

Mori Associates is an EEO/AA/Disability/Vets Employer and complies with E-Verify.

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Customer Relationship Manager - Onsite At NASA Ames Research Center

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