Customer Relationship Manager

Kratos Defense & Security Solutions, Inc., is a leading defense technology company focused on uncrewed systems, satellite communications, cyber security/warfare, microwave electronics, missile defense, training, and combat systems. Our customers include the U.S. federal government, foreign governments, commercial enterprises, and state and local government agencies. At Kratos, we prioritize affordability as a cornerstone of our technology. We leverage proven, cutting-edge methodologies and technology to minimize costs, streamline schedules, and mitigate risks, ensuring timely delivery of cost-effective solutions to market.

Micro Systems Inc. (MSI), a division of Kratos Defense, is renowned for its expertise in developing, delivering, integrating, and supporting high-performance, cost-effective, uncrewed arial systems and self-driving trucks. As a mid-tier defense contractor, we've demonstrated agility and innovation in providing systems to support National Security.

At MSI, we prioritize innovation, collaboration, and growth. Our team collaborates to cultivate a supportive and dynamic workplace, fostering creativity and promoting professional development while honoring personal and family lives. Join our team and help shape the future of autonomous technology within the defense and commercial industry today!

GENERAL JOB SUMMARY:

As the Customer Relationship Manager, you will ensure that the customer is satisfied with company products and services. Being part of the business development team, overseeing the day-to-day relationship with clients ensuring that schedules, budgets, and internal and external program objectives are met. You will work with internal and external stakeholders to maintain existing programs as well as also cultivate future opportunities.

ESSENTIAL JOB FUNCTIONS:

• External "Client" Communication:

• Serve as the primary point of contact for customer inquiries, concerns, and feedback.

• Communicate with clients via phone, email, chat, or in-person meetings to address their needs promptly and effectively.

• Provide accurate information about products, services, and policies to assist customers in making informed decisions.

• Arrange, Manage, and Support technology demonstrations, tradeshow speaking opportunities, marketing communications, social media messaging, etc.

• Manage customer documentation requirements for scheduling, program meetings, demonstrations and coordinate and identify key customer and stakeholder personnel.

• Internal Communications:

• Serve as the primary point of contact to internal engineering and administrative departments to ensure Business Development goals are achieved, schedules are maintained, and budgetary requirements are aligned.

• Account Management:

• Maintain detailed records of customer interactions, transactions, and preferences.

• Monitor customer accounts, track order histories, and update contact information as needed.

• Identify opportunities for upselling or cross-selling additional products or services to existing clients.

• Issue Resolution:

• Proactively identify and resolve customer issues or complaints in a timely manner.

• Collaborate with internal teams, program management, marketing, and engineering, to address customer concerns and ensure satisfactory outcomes.

• Follow up with clients to ensure that their issues have been resolved to their satisfaction.

• Customer Retention:

• Develop and implement strategies to enhance customer loyalty and retention rates.

• Conduct customer satisfaction meetings and analyze feedback to identify areas for improvement.

• Recommend process improvements or service enhancements based on customer feedback and market trends.

• Training and Support:

• Provide training and support to clients on how to use our products or services effectively.

• Offer guidance and troubleshooting assistance to customers encountering difficulties.

• Create and maintain educational materials, such as user guides and FAQs, to help customers self-serve when possible.

Other Job Functions

• Other duties may be assigned.

SUPERVISORY RESPONSIBILITY:

• No supervisory responsibilities.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Ability to maintain sensitive and confidential information as required by government standards.

• Ability to interact effectively with peers and supervisors.

• Ability to interact appropriately with the public when necessary.

• Ability to adhere to workplace rules.

• Must have strong verbal, written, and presentation communication skills.

• Must have excellent planning and organizational, project management, and time management skills.

• In depth knowledge of company products, strong research skills, strong analytical skills a must.

• Excellent influence and client management skills necessary.

• Must have strong Microsoft Office skills.

EDUCATION AND EXPERIENCE:

• BS degree in Business Administration or Engineering

• At least 5 years customer facing experience.

• A background in a technical field is preferred.

WORK ENVIROMENT / PHYSICAL REQUIREMENTS:

• Office environment

• Ability to stand and sit for long periods of time

• Ability to perform repetitive motion (keyboarding, 10-key, phones)

• Ability to lift up to 25 pounds

TRAVEL:

• There may be travel up to 35% of the time.

THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY INDIVIDUALS ASSIGNED TO THIS CLASSIFICATION. THEY ARE NOT INTENDED TO BE CONSTRUED AS AN EXHAUSTIVE LIST OF ALL RESPONSIBILITIES, DUTIES AND SKILLS REQUIRED OF PERSONNEL SO CLASSIFIED.

A REVIEW OF THIS CLASSIFICATION HAS EXCLUDED THE MARGINAL FUNCTIONS OF THE CLASSIFICATION THAT ARE INCIDENTAL TO THE PERFORMANCE OF FUNDAMENTAL JOB JUTIES. ALL DUTIES AND RESPONSIBILITIES ARE ESSENTIAL JOB FUNCTIONS AND REQUIREMENTS AND ARE SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH DISABILITIES TO PERFORM THIS JOB PROFICIENTLY. THE REQUIREMENTS LISTED IN THIS DOCUMENT ARE THE MINIMUM LEVELS OF KNOWLEDGE, SKILLS OR ABILITIES

EEO/M/F/D/V