Customer Relationship Management Technician w/ Top Secret Clearance

Position Overview

The Account and Access Management specialist (Customer Relationship Manager) serves as the primary point of contact for managing user accounts, access permissions, and SharePoint group memberships within the federal contracting environment. This role is responsible for fostering a customer-focused culture while ensuring that access management requests are handled accurately, efficiently, and in accordance with established security policies and procedures.

Core Duties and Responsibilities

• Fosters and advocates for a customer-focused culture within the assigned office, concentrating on activities that most strongly contribute toward improving customer value
• Develops and documents knowledge and understanding of customers' access needs, wishes, and requirements
• Liaises between the contract team and its customers regarding account provisioning and access management requests
• Assesses customer needs through personalized service to ensure appropriate access levels are granted
• Creates, maintains, transfers, and removes user accounts in accordance with organizational policies
• Creates and manages security groups, provisions security groups to grant access to network resources, manages memberships of security groups, and removes security groups as needed
• Manages SharePoint group memberships, including granting or revoking rights to access resources using file permissions, program permissions, and data rights
• Monitors and tracks access control requests, ensuring timely and accurate fulfillment
• Pursues and escalates repeat or unresolved access-related incidents impacting customer satisfaction with contract products or services
• Periodically follows up with customers to ensure complete satisfaction and maximum utilization of contract products and services
• Reviews and proposes changes to aspects of how the contract team manages access and account provisioning processes, which may require studying and analyzing team processes and dynamics
• Facilitates improvements such as increasing service quality and improving office staff understanding and training related to access management procedures
• Monitors customer satisfaction and recommends approaches the team can implement to better serve its customers
• Analyzes outcomes and feedback in detail, draws insights, and presents results clearly to facilitate sound decision-making on next steps
• Maintains records in a timely and accurate manner
• Assists in issuing passwords, mobile devices, and accessories as needed

Required Qualifications

Mid-Level

• Minimum 3+ years of specialized experience with a BA/BS
• Alternatively, 1 to 2 years of specialized experience with a Master's degree

Senior-Level

• Minimum 5+ years of specialized experience with a BA/BS
• Alternatively, 3 to 5 years of specialized experience with a Master's degree or above

Additional Requirements for All Levels

• Excellent listening and collaboration skills
• Highly self-motivated and directed individual with strong negotiation and problem-solving skills
• Exceptional relationship-building skills
• Strong presentation skills
• Demonstrated planning and organizational skills; ability to plan for both the long and short term
• Ability to work on many issues at once and to prioritize work
• Demonstrated ability to develop strong working relationships with partners in the organization
• Ability to leverage resources to drive deliverables
• Excellent analytical and problem-solving skills
• Calmness under pressure and ability to maintain records in a timely and accurate manner
• Strong telephone skills, verbal communication, and listening skills
• Good decision-making skills
• Technically savvy multi-tasker with the ability to "think on their feet" and remain confident
• Access management experience with a focus on role-based security and using Active Directory (AD) groups
• Proficiency in the use of Microsoft administration tools, including third-party tools
• Must possess the ability to multi-task and schedule time appropriately
• Professional telephone and in-person customer service skills
• Serious attention to detail

Hours

• Available during government closures and on weekends for special projects on an as-needed basis
• Available to take part in out-of-hours on-call rotation

Why Improvix

At Improvix Technologies, we don’t just deliver IT solutions — we deliver mission success. Our teams support critical government programs by building secure, innovative, and scalable technology that enables agencies to operate more efficiently and securely.

We believe great technology starts with great people. That’s why we invest in our employees’ growth, well-being, and long-term success.

Our benefits include:

• Competitive compensation and performance-based incentives
• 401(k) with company match
• Threeweeks of paid annual leavethat increases with tenure
• Comprehensive medical, dental, and vision insurance
• Life insurance and disability coverage
• Transit and commuting benefits
• Professional development and paid training opportunities

At Improvix, you’ll join a collaborative, mission-focused environment where your expertise drives meaningful impact.

Equal Opportunity Employer

Improvix Technologies, Inc. is an Equal Opportunity Employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Improvix is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process. If you require assistance or accommodation, please contact our Human Resources team.

Security Clearance / Citizenship Requirements

Due to the nature of our government contracts, U.S. citizenship may be required for certain positions, and some roles may require the ability to obtain and maintain a U.S. government security clearance.

Pay Transparency Statement

In accordance with applicable laws and regulations, Improvix Technologies will not discharge or otherwise discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.