Customer Relationship Manager

Job Description

Job Description

Banner Quality Management Inc is seeking a Customer Relationship Manager III to provide critical IT Support and Business Management Services to the Glenn Research Center (GRC) Office of Chief Information Officer (OCIO) 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.

FUNCTIONAL RESPONSIBILITIES

The primary role is to develop and implement internal and external communications strategies for the NASA GRC OCIO. This role will also provide dedicated customer engagement and support services that integrate into the customer’s business model and organizational structure. Other responsibilities include, but are not limited to:

• Serve as the customer liaison between the GRC OCIO and customers by managing all communications from the GRC OCIO and providing expert advice and recommendations to leadership regarding communications.
• Research, interview, organize, design, write, edit, illustrate, produce, and manage a wide range of document products tailored for specific audiences, to be presented and distributed through various communications media such as the Internet, the Center`s Intranet, newsletters, e-mail, and presentations.
• Conduct periodic validation of content on GRC OCIO website and ensure accuracy of GRC info on the OCIO front door page.
• Maintain broad knowledge of NASA IT functions, processes, contracts, and services.
• Coordinate with OCIO leadership, service lines, and partners to develop solutions, enhance customer experience, and maintain records for performance tracking and continuous improvement.
• Triage requests from users via phone, email, Teams and other messaging tools, resolving or routing them as needed.
• Conduct customer engagement/outreach activities including planning, developing, coordinating, and participating in related events and activities.

Remote, hybrid, and onsite positions, the employee bears travel costs to the nearest NASA Center for badging and the issuance of NASA IT equipment.

For a Remote or Hybrid position, the employee must have a reliable internet connection and be able to VPN into the NASA network to conduct work.

EDUCATION AND PREVIOUS WORK REQUIREMENTS

A BA/BS degree in a related field plus 5 years of experience, or an AA/AS in a related field plus 9 years of experience. No government experience required, but NASA experience a plus.

EXPERIENCE/COMPETENCIES/SKILLS

Minimum Requirements:

• Experience producing web and image features, writing and editing feature stories, selecting and preparing imagery, crafting headlines, and embedding multimedia elements.
• Ability to translate technical or complex information into clear, understandable guidance for diverse audiences.
• Excellent written and verbal communications skills in responding to customer inquiries or requests in person, by phone, email, online chat, and web submissions.
• Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support.
• Excellent customer service skills with the ability to build and maintain strong business relationships with assigned partners.
• Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams), SharePoint, and Box, with an emphasis on Sharepoint.

Preferred Qualifications:

• Prior experience supporting NASA/GRC IT services.
• Experience with PowerAutomate.
• Strong Communications skills.
• Able to work well independently, proactively and as part of a team.
• Aptitude for understanding and learning new information technologies; self-motivated, innovative, and skilled at prioritizing and multitasking.
• Familiar with IT Service Management and customer support best practices.
• ITIL IV certified (or prior ITIL certification).

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

BQMI is an equal opportunity employer and complies with E-Verify. We believe in hiring a diverse workforce and fostering an inclusive culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

BQMI shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a).