Information Technology Customer Relations Manager - Military veterans preferred

Looking for an opportunity to make an impact?

Leidos is a FORTUNE 500 company bringing a mix of innovative technology and sector expertise to customers in the national security, engineering, and the health industries. At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

Your greatest work is ahead!

Leidos is hiring an Information Technology (IT) Customer Relations Manager to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at Joint Base Andrews (JBA), MD and Joint Base Anacostia-Bolling, DC. The successful candidate will assist the Government staff by responsibilities include using CRM programs and CRM tools, resolving escalated client issues, and ensuring customers are aware of new and existing company products.
If this sounds like the kind of environment where you can thrive, keep reading!

Leidos Defense Group provides a diverse portfolio of systems, solutions, and services covering land, sea, air, space, and cyberspace for customers worldwide. Solutions for Defense include enterprise and mission IT, large-scale intelligence systems, command and control, geospatial and data analytics, cybersecurity, logistics, training, and intelligence analysis and operations support. Our team is solving the world’s toughest security challenges for customers with “can’t fail” missions.

Primary Responsibilities:

• Manage and develop strong relationships with the customers – act as the mediator between company and client, facilitating two-way communication.

• Assists the User Experience (UX) Manager in the delivery of UX Strategic Initiatives and/or Projects. 

• Oversee the customer experience and ensure their organization meets customers' expectations and goals.

• Work to achieve company and client goals simultaneously.

• Maintain an ongoing level of engagement with key customers.

• Utilize strategic and analytical methods when finding solutions to problems to ensure maximum client satisfaction.

• Conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of complaint.

• Conduct corrective action requests and provide a timely, sustained resolution through root cause analysis and preventive measures.

• Understand customer needs and develop plans to address them.

• Resolve customer complaints quickly and efficiently.

• Improve Customer/User Experience by gathering feedback and providing detailed reports to customer.

Basic Qualifications:

• Requires a Bachelor’s degree and 8 years of related experience or a Masters and 6 years of applicable experience, additional years of experience will be accepted in lieu of a degree. 

• Possess a current, DoD Secret clearance.

• Must be able to be on site every day.

• Excellent interpersonal and communication skills.

• Proficient in all Microsoft applications.

• A team player with leadership skills.

• Experience with a customer focused and satisfaction based role.

• Experience working with federal customers.

• Requires proof DoD 8140 compliance prior to start.

Preferred Qualifications:

• Current CompTIA Security+ CE certification.