Senior Customer Relationship Manager

MORI Associates
United States, D.C., Washington
300 E Street Southwest (Show on map)
Jun 22, 2026
Customer Relationship Manager - NASA HQ & Goddard SFC Be the Trusted Voice Between NASA's Mission and Its IT Services MORI Associates is seeking a Customer Relationship Manager to serve as a primary IT point of contact and trusted advisor for customer organizations across NASA Headquarters (HQ) and Goddard Space Flight Center (GSFC). In this role, you'll be the bridge between the people who rely on NASA's IT systems every day and the teams who build and run them - ensuring technology truly serves the mission. This isn't a back-office support role. You'll be a visible, valued partner to HQ and GSFC stakeholders, helping shape how IT services evolve to meet the Agency's needs. What You'll Do Serve as the primary liaison between HQ OCIO customers and the technical teams that support them Translate customer needs into clear, actionable plans - and follow through to resolution Manage escalations and coordinate fixes for customer-impacting issues across multiple service lines Build deep knowledge of customer organizations through profiles, personas, and ongoing relationship management Lead customer forums, outreach efforts, and web presence initiatives Track CRM actions, prepare performance reports, and drive continuous improvement Help customers navigate and adopt OCIO's self-service tools and capabilities Support delivery of the eMITS contract, ensuring terms and customer experience commitments are met What You Bring Demonstrated experience in customer relationship management or customer service support, ideally in an IT environment Excellent written and verbal communication skills - comfortable across phone, email, chat, and face-to-face settings A proven ability to build and maintain strong working relationships with organizational partners Proficiency in Microsoft 365 (Word, Excel, PowerPoint, Outlook, Teams, OneNote, OneDrive), SharePoint, and Power BI Experience logging and managing support tickets in an ITSM-based tracking system Education/experience combination: Bachelor's + 8 years, Associate's + 12 years, or High School Diploma + 16 years of relevant experience Nice to Have Prior experience supporting NASA or other federal IT environments Hands-on experience with ServiceNow or similar ITSM platforms ITIL-IV (or earlier) certification Familiarity with NASA OCIO processes and tools Strong analytical and organizational skills, with the ability to work independently and as part of a team Why MORI Associates At MORI, you'll join a team supporting one of the most mission-driven organizations in the world. This role offers the chance to make a tangible, daily impact on how NASA's people connect with the technology that powers space exploration - all while building your career in federal IT services. Ready to be the voice of IT for NASA's mission? Apply today. Salary Range is: $75K to $85K. This is an onsite position at NASA Headquarters in Washington, D.C. MORI is an EEO/AA/Disability/Vets Employer and complies with E-Verify.