Customer Relationship Manager
$54,300–$62,500 year
HybridCleveland, Ohio, United States
Job Summary
Provide dedicated concierge support as the initial human point of contact for the NASA Front Door application, delivering responsive, user-centered support to guide external and internal engagement. Assess, triage, and route requests to appropriate missions, Centers, and personnel, leveraging AI agents for identification while maintaining human oversight. Develop and deliver training materials in digital and traditional formats, including video vignettes and walkthroughs, to support system adoption through virtual, hybrid, and in-person sessions. Conduct customer engagement and outreach activities, including planning and coordinating events, while advocating customer needs in alignment with NASA's mission priorities. Work effectively within a team environment to ensure consistent, high-quality relationships with partners across the Agency.
Required Qualifications
- A BA/BS degree in a related field plus 8 years of experience, or an AA/AS in a related field plus 12 years of experience
- Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support
- Experience in developing training materials for enterprise systems
- Familiarity with adult learning principles
- Ability to engage diverse audiences with varying levels of technical proficiency
- Experience in supporting a customer's IT needs and/or products and services
- Excellent written and verbal communications skills in responding to customer inquiries or requests in person, by phone, email, online chat, and web submissions
- Excellent customer service skills with the ability to build and maintain strong business relationships with assigned partners
- Professionalism, strong interpersonal skills, and the ability to engage effectively with diverse stakeholders across the enterprise
- Strong instructional and communication skills, with the ability to translate complex system functionality into clear, accessible, and user-centered guidance
- Proficiency in Microsoft Office 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, One Drive), SharePoint, and Box, with an emphasis on Excel
- Experience in creating and maintaining customer support tickets using an IT Service Management (ITSM) ticketing system for all work performed
Desired Qualifications
- Prior experience supporting NASA IT services
- Aptitude for understanding and learning new information technologies
- Self-motivated, innovative, and skilled at prioritizing and multitasking
- Experience with the Salesforce-based Customer Relationship Management (CRM) platform
- Familiar with IT Service Management and customer support best practices
- Outstanding organization skills
- Strong analytical skills
- Able to work well independently, proactively and as part of a team
- ITIL IV certified (or prior ITIL certification)
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