IT Customer Relations Manager - Military veterans preferred

• Relationship Management: Build and maintain strong relationships with key stakeholders within assigned government partner organizations, including senior leadership. Leverage existing relationships established by IRES Task Orders (TO) to facilitate communication, collaboration and enhance customer experience.
• Strategic Alignment: Collaborate with government customers to develop and understand their mission, strategy, and strategic objectives. Utilize a common strategy and roadmap template to ensure alignment with IRES offerings and facilitate the development of common architectures to service the serve the strategic objectives of the government customer.
• Needs Assessment: Conduct thorough assessments of the current state of assigned government partner organizations, including their three-to-five-year vision and near-term objectives. Utilize experience to interpret customer need and identify opportunities where IRES solutions can provide immediate value and contribute to long-term goals, collaborating with the Architecture & Engineering (A&E) team for roadmap additions.
• Business Case Development: Develop compelling business cases that clearly articulate the value proposition of IRES solutions to government partner organizations. Quantify the benefits and demonstrate a clear return on investment. In collaboration with the architecture and engineering team and project managers, 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.
• Solution Implementation: Coordinate with IRES 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.
• Collaboration and Communication: 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.
• Requirements Gathering and Validation: 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.
• Security Compliance: 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.
• Risk Management: Experience conducting risk assessments and developing mitigation strategies. Analyzes data and identifies trends to improve business performance and mitigate risks.

• Have the ability to adapt to new technologies, new situations, & short deadlines.
• Be able to work unsupervised.
• Be adaptable with a strong commitment to a team environment.
• Primary duty hours fall within the 0600-1800, Monday - Friday time period with occasional off shift, extended hours or weekend support requirements.
• Occasional local travel is necessary to support customer requirements and exercise support.

• Must be a US citizen
• Must have an active DoD Secret security clearance (Preferred), or the ability to obtain a security clearance.
• Must have an associate's degree or higher in an Information Techology field of study.
• Minimum of 3 years of direct experience in IT Customer Relations or experience in customer relations management, IT business development, or a related field, with a strong focus on government 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.

• 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.

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