• Job Description

  Req#: 460115000019220087
  Description of Duties:
  
  
  
  IRES is seeking highly motivated and experienced Customer Relationship Managers (CRMs) to serve as the primary
  
  interface between our agency and key government partner organizations. CRMs will be embedded with various teams
  
  across the contract focusing on providing mission and enterprise IT solutions. Successful candidates will cultivate strong
  
  relationships with senior leadership within these organizations. This role involves fostering collaboration, driving the
  
  adoption of IRES solutions, and enhancing the overall customer experience. It requires a deep understanding of strategic
  
  planning, business case development, requirements gathering and development, technical solution implementation within
  
  a complex government environment, and experience with Agile methodologies.
  
  
  
  Essential Duties and Responsibilities:
  
  
  
  Key Responsibilities:
  
  
  
  • Relationship Management: Build and maintain strong relationships with key stakeholders within assigned government
    partner organizations, including senior leadership. Leverage existing relationships established by IRES Task Orders (TO)
    to facilitate communication, collaboration and enhance customer experience.
    
  • Strategic Alignment: Collaborate with government customers to develop and understand their mission, strategy, and
    strategic objectives. Utilize a common strategy and roadmap template to ensure alignment with IRES offerings and
    facilitate the development of common architectures to service the serve the strategic objectives of the government
    customer.
    
  • Needs Assessment: Conduct thorough assessments of the current state of assigned government partner organizations,
    including their three-to-five-year vision and near-term objectives. Utilize experience to interpret customer need and identify
    opportunities where IRES solutions can provide immediate value and contribute to long-term goals, collaborating with the
    
  • Architecture & Engineering (A&E) team for roadmap additions.
    
  • Business Case Development: Develop compelling business cases that clearly articulate the value proposition of IRES
    solutions to government partner organizations. Quantify the benefits and demonstrate a clear return on investment.
    
  • In collaboration with the architecture and engineering team and project managers, translate business processes into
    functional requirements, designs, and user stories. Coordinate with technical teams and the manager to develop business
    cases for future solutions, enabling organizations to include them in their Program Objective Memorandum (POM)
    process.
    
  • Solution Implementation: Coordinate with IRES technical teams to ensure seamless implementation of solutions
    using Agile and/or waterfall methodologies, as appropriate. Configure and maintain CRM features including workflows,
    automations, dashboards, and reports. Track progress, address challenges, and communicate updates to stakeholders.
    
  • Collaboration and Communication: Work closely with the CRM Team Lead, fellow team members, Task Order (TO)
    
  • Leads, technical teams, and the business operations manager to ensure a coordinated, cross-functional, and consistent
    approach to client engagement for effective life cycle management. Facilitate effective communication and information
    sharing across all stakeholders.
    
  • Requirements Gathering and Validation: Serve as the initial point of contact for customer requests, playing a key role
    in translating business needs into actionable system requirements. Conduct detailed requirements gathering sessions
    with key stakeholders to identify business needs and objectives. Validate requirements through follow-up meetings and
    documentation reviews to ensure alignment with end user expectations with a focus on life cycle management and end-toend
    sustainment of capabilities and technologies.
    
  • Security Compliance: Ensure all client communications and data exchanges comply with security and privacy regulations.
    
  • Enforce secure handling of customer data and maintain accurate consent and communication logs. Act as a liaison with
    compliance teams to report potential data incidents and ensure the customer-facing staff follow approved protocols for
    data access and secure communication.
    
  • Risk Management: Experience conducting risk assessments and developing mitigation strategies. Analyzes data and
    identifies trends to improve business performance and mitigate risks.
    
  
  
  Requirements
  Education: Associates, or higher, degree in any Information Technology field of study.
  
  Experience: 3 years of direct experience in IT Customer Relations or experience in customer relationship management,
  
  business development, or a related field, with a strong focus on government or public sector clients. Demonstrated
  
  experience in requirements management and working with Agile methodologies.
  
  
  
  Specific Required Skills:
  
  
  
  • Proven ability to build and maintain strong relationships with senior-level stakeholders.
    
  • Deep understanding of customer needs and a commitment to enhancing customer satisfaction.
    
  • Understanding of strategic planning and business case development.
    
  • Demonstrated experience with requirements development, technology implementation and project management.
    
  • Excellent verbal and written communication abilities to effectively interact with clients and stakeholders.
    
  • Ability to navigate complex organizational structures and processes.
    
  • Familiarity with government budgeting and acquisition processes (e.g., POM).
    
  • Strong analytical and creative problem-solving skills.
    
  • Demonstrated ability to translate customer needs into actionable outcomes.
    
  
  
  Additional Desired Skills:
  
  
  
  • Familiarity with any CRM software and tools, and the ability to leverage technology to improve customer relationships.
    
  • (e.g., Salesforce, Service Now Microsoft Dynamics 365, HubSpot, etc.).
    
  • Proficiency in developing and implementing quality metrics and scorecards.
    
  • Familiarity with the Missile Defense Agency and its capabilities.
    
  • This position is expected to pay $100,000 - $150,000 annually; depending on experience, education, and any certifications
    
  • that are directly related to the position.
    
  
  
  Benefits
  GCS health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Typical benefits offered include educational reimbursement, retirement benefits (401K, Roth), health benefits, tax saving options, disability benefits, life and accident insurance, voluntary benefits, paid time off and paid holidays, and parental and pregnancy leave.
  
  
  

• About the company

  GCS provides real-time systems development and integration services to the National Aeronautics and Space Administration (NASA) and prime aerospace contractors

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