Customer Relationship Manager ( CRM )

Industry: Aerospace & Defense


Less than 5 years

Posted 71 days ago

This job is no longer available.

Job Summary:

The Security Customer Relationship Manager (CRM) will interface with staff members across the Laboratory. They will build a network of Subject Matter Experts (SME) to support our security objectives. The CRM will provide clear and concise communications regarding changes to our security regulations and policies as well as quantitative and qualitative analysis of the services SECD provides.


  • Collect, review, and present service performance data. Recommend methods to improve the volume and quality of data being collected. (10%)
  • Enhance and maintain the clear and concise communication methodology for security services. (15%)
  • Use formal and informal methods of gathering customer input to assess the effectiveness of our services. Create a strong network of trusted Subject Matter Experts (SME) within the customer base and across the organization. (15%)
  • Facilitate conflict resolution with service provider and customers when necessary and provide documentation for ongoing preventative measures. (15%)
  • Participate in inter-department and/or sector working groups when applicable to gain insight on how staff can provide seamless service. (35%)
  • Develop procedures and processes for tracking and logging of issues or problems reported by customers. Proactively engage with customers to address concerns or issues and provide detailed follow up when warranted. (10%)

Note: This job summary and listing of duties is for the purpose of describing the position and its essential functions at time of hire and may change over time.


Required Qualifications:

  • Experience working with National IndustrialSecurity Program Operating Manual (NISPOM).
  • Experience working with DSS Risk Management Framework (RMF).
  • Secret Clearance with the ability to obtain TS Clearance.
  • Well established written and oral communication skills.
  • Demonstrated ability to promote a cooperative team environment using well defined methods as well as creative solutions.
  • Bachelor’s degree in technical discipline, communication discipline or equivalent years of relevant professional work experience.
  • 3-5 years of relevant experience in the Information Technology (IT), Telecommunications, Information Systems Customer Service field or other relevant field.
  • A history of collaborative work efforts to examine and consider tradeoffs to determine the most effective approach to resolve unexpected problems.
  • Strong computer skills to include hardware and software, with an emphasis on maximizing office automation through the use of the full MS office suite (Word, Excel, PowerPoint, and Visio.
  • Well established written and oral communication skills.

Desired Qualifications:

  • Working knowledge of relevant DoD or cognizant authority policies and procedures.
  • Current DoD 8570 certification (Security+ or CISSP), or the ability to obtain DoD 8570 certification within 6 months of employment required.
  • Master’s degree in relevant field is highly desirable.
  • Have a strong understanding of APL policies and procedures.