Banner Quality Management Inc is seeking a Customer Relationship Manager with training and documentation experience to provide critical IT Support and Business Management Services to NASA Office of Chief Information Officer (OCIO) in support of the NASA Enterprise Multimedia and Integrated Technical Services (eMITS) contract. eMITS is the Agency's enterprise-level contract creating and delivering multimedia and technical communications through the use of the internet, digital platforms, and IT management for NASA's Office of the Chief Information Officer (OCIO) and Office of Communications (OCOMM). From photographing rocket launches and recoveries, to producing engaging videos, to information technology management, to using social media to share NASA's message, eMITS integrates services for NASA IT and provides NASA's communication to the outside world.

FUNCTIONAL RESPONSIBILITIES

The primary role is to provide dedicated customer engagement and support services including outreach that integrate into the customer's business model and organizational structure. In addition to providing IT application training and documentation support for the NASA Front Door (NFD) application. Other responsibilities include, but are not limited to:

• Provide a dedicated concierge support capability serving as the initial human point of contact for NFD.
• Deliver responsive, user-centered support to guide external and internal engagement, facilitate effective routing of inquiries, and enable meaningful interaction between NASA and prospective partners both internal and external to ensure requests and issues are routed effectively and efficiently in alignment with the Agency's priorities.
• Assess, triage, and route requests to the appropriate missions, Centers, organizations, and personnel across the Agency.
• Work with system enabled capabilities, including artificial intelligence (AI) agents to leverage these tools to assist in the identification and routing of requests while providing human oversight to validate, refine, and improve outcomes. This function will further support the continuous improvement of AI assisted processes to improve the accuracy and effectiveness of the tools.
• Develop a strong understanding of NASA's mission areas, organizational structure, and partnerships.
• Align Center and Agency engagement activities; support consistent, high-quality customer relationships; anticipate and communicate changes and services; and advocate customer needs in support of NASA's mission and priorities.
• Provide training development and delivery services to support the adoption and effective use of NFD capabilities.
• Design and develop training materials that clearly communicate system capabilities and user interactions. These materials shall include both traditional and digital formats, such as user guides, reference materials, and job aids, as well as modern instructional content including short-form video vignettes and system walkthroughs.
• Deliver training through virtual, hybrid, and in-person sessions, depending on the needs of the audience and the nature of the release. The training may include demonstrations, walkthroughs, and opportunities for user interaction, and will be designed to support both initial onboarding and ongoing adoption of system capabilities.
• Work effectively within a team environment at all levels.
• Conduct customer engagement/outreach activities including planning, developing, coordinating, and participating in related events and activities.

Remote, hybrid, and onsite positions, the employee bears travel costs to the nearest NASA Center for badging and the issuance of NASA IT equipment.

For a Remote or Hybrid position, the employee must have a reliable internet connection and be able to VPN into the NASA network to conduct work.

EDUCATION AND PREVIOUS WORK REQUIREMENTS

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. No government experience required, but NASA experience a plus.

EXPERIENCE/COMPETENCIES/SKILLS

Minimum Requirements:

• Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support.
• Demonstrates experience in developing training materials for enterprise systems, familiarity with adult learning principles, and the ability to engage diverse audiences with varying levels of technical proficiency.
• Experienced 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.

Preferred 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.
• Excellent Customer Service skills.
• 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).