Senior Customer Relationship Manager (IT Services)

TL;DR

Senior Customer Relationship Manager (IT Services): Coordinating customer-facing advisory services for NASA HQ and GSFC OCIO with an accent on aligning IT services with agency mission needs. Focus on translating customer requirements into actionable plans, managing escalations, and improving the overall customer experience.

Location: Onsite at NASA Headquarters in Washington, D.C.

Salary: $75K – $85K

Company

hirify.global is a government contractor providing critical IT coordination and advisory services to NASA.

What you will do

• Serve as the primary liaison between HQ OCIO customers and service lines to ensure alignment of IT services with mission needs.
• Translate customer requirements into actionable plans and coordinate service delivery and issue resolution.
• Manage escalations and assess customer impacts related to proposed and upcoming service line changes.
• Lead and support customer forums, outreach activities, and the OCIO web presence.
• Develop and maintain detailed customer organizational profiles and end-user personas.
• Coordinate with OCIO leadership and partners to develop solutions and track performance for continuous improvement.

Requirements

• Must be based in or be able to work onsite in Washington, D.C.
• BA/BS with 8+ years of experience, or AA/AS with 12 years, or High School diploma with 16 years of experience.
• Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support within an IT context.
• Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Power BI.
• Experience creating and maintaining support tickets using an ITSM-based tracking system.
• Excellent written and oral communication skills for face-to-face, telephone, and digital interaction.

Nice to have

• Prior experience supporting NASA IT needs or services.
• Experience with ServiceNow or other enterprise IT tracking systems.
• ITIL-IV or earlier certification.
• Familiarity with NASA OCIO processes, procedures, and tools.

Culture & Benefits

• Opportunity to work in a high-impact environment supporting NASA's strategic objectives.
• Collaborative team environment operating across HQ and Goddard Space Flight Center.
• Inclusive workplace as an EEO/AA/Disability/Vets Employer.