Customer Relations Liaison
Location
Arlington, VA | United States
Job description
Job Title: Customer Relations Liaison
Location: Arlington, Virginia
Clearance Level: DoD Secret Clearance
Summary
We deliver essential technology services to our customers in support of their missions to sustain the national security and economic interests of our nation. SecuriGence is seeking a talented Customer Relations Liaison to help contribute to our success. Come help us solve problems with Innovation Through Intelligence.
Duties:
The Customer Relations Liaison will provide strategic leadership and direction for the delivery of service desk support to our system end user.
- Manage all facets of customer relations including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Analyze operational processes, escalation procedures, and perform training needs assessments for identifying opportunities for service delivery improvements and value to our customers.
- Coordinate with the appropriate stakeholders to provide timely and accurate answers for customer issues and escalations.
- Responsible for documentation and tracking of customer requests.
- Provide transparency on the status of all customer requests and escalations, including accepted and declined requests.
- Track escalated issues to completion from customers and internal stakeholders to improve the overall customer experience.
- Set and maintain expectations with the customer on realistic timelines.
- Utilizes team dashboards and reporting tools to monitor team KPIs and meet customer experience and SLA objectives.
- Measure performance against Service and Business Level Agreements
- Identify and recommend process, standards, and system improvements to optimize support ticket accuracy, transparency, and efficiency.
- Drive initiatives and programs focused on improved customer experience and team effectiveness.
- Responsible for understanding and ensuring that corporate policies and SOPs are followed.
- Participate in planning, status calls and committee meetings focused on customer success initiatives.
- Performs other duties as assigned.
Required Skills and Experience:
- 2 years' relevant experience managing teams
- Hands on experience using Remedy Ticketing system, Microsoft Office products, Windows based Operating Systems (OS) and windows technology.
- Excellent communications skills
- Ability to multi-task
Qualifications:
- Bachelor's degree in related specialized area or equivalent. Can be substituted for Associate's degree with 2+ years of relevant experience or 4 years relevant experience.
- DoD Secret Clearance is required.
- IAT Level II Certification
About
SecuriGence LLC (SG) is an agile, Veteran-owned small business headquartered in the Washington, DC metropolitan region. Established in April 2010 we have been supporting the Department of Defense and other United States Civil agencies in Systems Engineering, Software Engineering, Software Development, Cyber Security, and Cloud/Virtualization Management.
SecuriGence provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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