EDP Customer Relationship Manager

Job ID: 2307593

Location: VIRGINIA BEACH, VA, US

Date Posted: 2023-05-30

Category: Software

Subcategory: SW Systems Engr

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: No

Description

Would you like helping NASA connect with their huge volume of structured and unstructured data? Are you interested in joining a smart, innovative team in an exploratory and fun environment? Do you enjoy working with engineers to solve their business problems? Do you thrive on the challenge and variety that comes with rapid and agile projects across multiple customers? Do you have a strong willingness to learn? Do you enjoy working with and supporting Customers and building strong Customer relationships? SAIC is looking for a Customer Relationship Manager (CRM) to support NASA’s Enterprise Data Platform program.

NASA’s EDP powers the Information-Driven environment. NASA realizes that being data-driven isn’t enough, but to continue to explore new frontiers they must capitalize on the value buried away in the huge volume of their unstructured information (text) in addition to structured data. NASA’s EDP enables information-driven operations by providing a Data and Analytics platform that brings together all enterprise information assets and intelligently serves up the most pertinent information and insights regardless of content, source system, or format. We do this through a state-of-the-art data exchange pipeline, data modeling, and data visualization and analytics platform to make sense of the vast and rapidly growing content in NASA and external to NASA. The current tools EDP provides are Alteryx, Tableau and eventually PowerBI.

Job Description:

• Engage with NASA stakeholders to gather and map business needs, understand and document requirements, understand and document the customer’s business case, and develop use cases
• Manage customer interactions and communications
• Develop customer relationships
• Manage customer service and support
• Implement customer engagement strategies
• Monitor and ensure customer satisfaction
• Monitor incident and service requests, ensure the team
• Develop documentation for CRM and related processes and for customer business needs, use cases, and requirements
• Collaborate with cross-functional teams
• Stay up-to-date with industry trends

Qualifications

Required Education:

• Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience; PhD or JD and four (4) years or more experience.

Required Skills:

• Minimum 5 years of relevant experience
• Experience with ITIL v4
• Experience working in an Agile environment
• Customer Service Experience
• Requirements and Use Case development experience
• Excellent communication skills
• Excellent presentation and facilitation skills
• Technical background - Should be able to hold a technical conversation, understand data sources, connections, data pipelines, infrastructure, etc.
• Experience with JIRA, Service Management, and Confluence a plus

Clearance:

• Must be a U.S. citizen with the ability to obtain a Public Trust Clearance.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.