Customer Relations Liaison

Chenega Military, Intelligence & Operations Support (MIOS) is seeking a proactive and strategic Customer Relations Liaison in Arlington, VA to lead system end‑user service desk support, manage customer relations, ensure timely issue resolution, and drive continuous improvement in service delivery.

Responsibilities

• Establish and maintain trusted relationships with customer stakeholders and end users.
• Serve as the primary liaison between customers and internal service delivery teams.
• Develop and maintain a customer communication and engagement strategy.
• Conduct regular customer outreach to gather feedback, understand business needs, and identify improvement opportunities.
• Act as the voice of the customer by communicating concerns, expectations, and priorities to internal teams.
• Coordinate resolution of customer concerns and service‑related issues across multiple teams.
• Monitor and track customer requests and escalations through completion.
• Provide customers with timely updates and transparency regarding request and issue status.
• Facilitate communication between stakeholders to ensure efficient issue resolution.
• Set and manage customer expectations regarding service delivery timelines and outcomes.
• Analyze customer feedback, service trends, and recurring concerns to identify improvement opportunities.
• Collaborate with service desk leadership and technical teams to recommend enhancements to customer experience and service delivery processes.
• Participate in customer satisfaction initiatives and action planning efforts.
• Support development and implementation of strategies that improve customer engagement and overall service quality.
• Promote a culture of customer service excellence throughout the organization.
• Monitor customer satisfaction metrics, service trends, and key performance indicators.
• Prepare reports and provide updates on customer concerns, escalations, and service improvement efforts.
• Participate in customer meetings, project reviews, status calls, and service review discussions.
• Maintain accurate records of customer interactions, requests, and resolutions.
• Ensure activities comply with corporate policies, procedures, and contractual requirements.
• Maintain knowledge of services, technologies, and support processes to effectively communicate with customers and stakeholders.
• Perform other duties as assigned.

Qualifications

• High school diploma or GED equivalent (Bachelor's degree preferred).
• 5+ years of experience in customer relations, customer success, or IT customer support environments.
• Experience supporting customers in a government or enterprise IT environment preferred.
• Must meet DoDD 8140.01 (IAM‑I) requirements.
• Top Secret clearance with SCI eligibility required.

Knowledge, Skills, and Abilities

• Exceptional customer service and relationship‑building skills.
• Strong verbal and written communication abilities.
• Ability to facilitate discussions between technical and non‑technical stakeholders.
• Strong conflict resolution and problem‑solving skills.
• Ability to manage multiple priorities and customer issues simultaneously.
• Experience coordinating escalations and driving issues to resolution.
• Knowledge of IT service management principles and customer support best practices.
• Experience analyzing customer feedback and recommending service improvements.
• Ability to coach, influence, and build partnerships across organizational boundaries.
• Familiarity with Agile methodologies and continuous improvement practices.

Benefits

Chenega MIOS offers a broad range of benefits, a positive and supportive culture that encourages flexibility, well‑being programs, and opportunities for professional development through on‑the‑job learning and formal development programs. The company emphasizes corporate citizenship, focusing on education, skill‑based volunteerism, and community impact.

Pay

Estimated Salary/Wage: USD $74,300.00 per year. Up to USD $80,000.00 per year.