Customer Relationship Management Technician w/ Top Secret ClearancePosition OverviewThe Account and Access Management specialist (Customer Relationship Manager) serves as the primary point of contact for managing user accounts, access permissions, and SharePoint group memberships within the federal contracting environment. This role is responsible for fostering a customer-focused culture while ensuring that access management requests are handled accurately, efficiently, and in accordance with established security policies and procedures.
Core Duties and Responsibilities- Fosters and advocates for a customer-focused culture within the assigned office, concentrating on activities that most strongly contribute toward improving customer value
- Develops and documents knowledge and understanding of customers' access needs, wishes, and requirements
- Liaises between the contract team and its customers regarding account provisioning and access management requests
- Assesses customer needs through personalized service to ensure appropriate access levels are granted
- Creates, maintains, transfers, and removes user accounts in accordance with organizational policies
- Creates and manages security groups, provisions security groups to grant access to network resources, manages memberships of security groups, and removes security groups as needed
- Manages SharePoint group memberships, including granting or revoking rights to access resources using file permissions, program permissions, and data rights
- Monitors and tracks access control requests, ensuring timely and accurate fulfillment
- Pursues and escalates repeat or unresolved access-related incidents impacting customer satisfaction with contract products or services
- Periodically follows up with customers to ensure complete satisfaction and maximum utilization of contract products and services
- Reviews and proposes changes to aspects of how the contract team manages access and account provisioning processes, which may require studying and analyzing team processes and dynamics
- Facilitates improvements such as increasing service quality and improving office staff understanding and training related to access management procedures
- Monitors customer satisfaction and recommends approaches the team can implement to better serve its customers
- Analyzes outcomes and feedback in detail, draws insights, and presents results clearly to facilitate sound decision-making on next steps
- Maintains records in a timely and accurate manner
- Assists in issuing passwords, mobile devices, and accessories as needed
Required QualificationsMid-Level- Minimum 3+ years of specialized experience with a BA/BS
- Alternatively, 1 to 2 years of specialized experience with a Master's degree
Senior-Level- Minimum 5+ years of specialized experience with a BA/BS
- Alternatively, 3 to 5 years of specialized experience with a Master's degree or above
Additional Requirements for All Levels- Excellent listening and collaboration skills
- Highly self-motivated and directed individual with strong negotiation and problem-solving skills
- Exceptional relationship-building skills
- Strong presentation skills
- Demonstrated planning and organizational skills; ability to plan for both the long and short term
- Ability to work on many issues at once and to prioritize work
- Demonstrated ability to develop strong working relationships with partners in the organization
- Ability to leverage resources to drive deliverables
- Excellent analytical and problem-solving skills
- Calmness under pressure and ability to maintain records in a timely and accurate manner
- Strong telephone skills, verbal communication, and listening skills
- Good decision-making skills
- Technically savvy multi-tasker with the ability to "think on their feet" and remain confident
- Access management experience with a focus on role-based security and using Active Directory (AD) groups
- Proficiency in the use of Microsoft administration tools, including third-party tools
- Must possess the ability to multi-task and schedule time appropriately
- Professional telephone and in-person customer service skills
- Serious attention to detail
Hours- Available during government closures and on weekends for special projects on an as-needed basis
- Available to take part in out-of-hours on-call rotation
