Abacus Technology is seeking a Customer Relationship Manager to lead and support the identification of requirements and recommending solutions to the customer for the eMITS program at Johnson Space Center. This is a full-time position.

Serve as a customer liaison supporting business needs and IT strategy development.
• Identify, research, resolve, and/or route customer issues or complaints to the appropriate area.
• Create, monitor, resolve, and closeout support tickets resulting from customer requests.
• Interact with assigned customer organizations to foster communication, ensure awareness of services offered, and provide training in how to obtain services, including the process for requesting the services.
• Directly interact with the organization's IT Business Managers to provide information in order to facilitate budget, cost, and technical reviews.
• Expedite approvals through various approval boards and working groups on behalf of the customer.
• Notify, facilitate, and monitor projects, service requests, and issues with the appropriate stakeholders on behalf of the customer.
• Act as a Service Element Technical Expert (SETE) to the assigned organization and serve as the technical expert for the offered products and services.
• Participate in pilots and pathfinders, related to the services and products and develop training and communications as needed.
• Stay informed of industry best practices and new technologies for business and customer relationship management.

5+ years experience in customer relationship management. Bachelor's degree in a related field. Demonstrated knowledge in Customer Relationship Management (CRM) or customer service support. Must have a basic knowledge of an organization's product and service offerings to be able to provide the customer with information to support acquisition decisions. Experience in supporting a customer's IT needs and/or products and services. Must have excellent and efficient written and oral communications skills in responding to customer inquiries or requests through face-to-face communication, telephone calls, email, online chats, and web submissions. Must have excellent customer service skills and can establish and foster close business relationships with the assigned organizational partners. Proficient in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Lync, Teams, OneNote, One Drive), SharePoint, and Box. Able to maintain a technical understanding of the customer's requirements and the products and services that are available to meet their needs. Experience with ServiceNow ITSM desired. Prior experience supporting NASA/JSC IT needs or services preferred. Must be a US citizen.

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled