Today
Unspecified
IT - Software
Fort Meade, MD (On/Off-Site)
The CRM Lead is responsible for managing stakeholder relationships, communications, and engagement across all phases of the DMA Next Generation Adobe Experience Manager (AEM) platform rollout.
This role serves as a key liaison between program leadership, Clients customers, and technical teams, ensuring transparency, responsiveness, and alignment of expectations.
The CRM Lead plays a vital role in intake coordination, customer satisfaction tracking, and maintaining strong communication pipelines across a diverse portfolio of military and Clients stakeholders.
Key Responsibilities:
Serve as the central point of contact for Clients customers throughout onboarding, migration, and post-deployment support.
Manage and optimize the intake and engagement processes for early adopters and incoming program participants.
Develop and maintain stakeholder communication plans, tracking customer interactions and feedback.
Collaborate with technical, design, and support teams to ensure customer needs are captured, prioritized, and addressed.
Support the development and delivery of briefings, onboarding materials, and customer satisfaction surveys.
Provide regular updates to program leadership on customer status, risks, and engagement metrics.
Facilitate issue escalation, resolution tracking, and cross-functional coordination to maintain high service quality.
Required Qualifications:
Bachelor's degree in Communications, Business, IT, or related field
5+ years of experience in customer relationship management, client services, or stakeholder engagement
Strong interpersonal and communication skills, with experience interfacing with Clients
Familiarity with enterprise digital platforms or CMS systems (Adobe AEM experience is a plus)
Experience with CRM tools, customer tracking systems, or engagement dashboards
Ability to manage multiple priorities in a fast-paced, mission-driven environment
Understanding of DoD contracting environments and program structures is highly desirable
Location: Fort Meade, MD (Hybrid/ as required)
This role serves as a key liaison between program leadership, Clients customers, and technical teams, ensuring transparency, responsiveness, and alignment of expectations.
The CRM Lead plays a vital role in intake coordination, customer satisfaction tracking, and maintaining strong communication pipelines across a diverse portfolio of military and Clients stakeholders.
Key Responsibilities:
Serve as the central point of contact for Clients customers throughout onboarding, migration, and post-deployment support.
Manage and optimize the intake and engagement processes for early adopters and incoming program participants.
Develop and maintain stakeholder communication plans, tracking customer interactions and feedback.
Collaborate with technical, design, and support teams to ensure customer needs are captured, prioritized, and addressed.
Support the development and delivery of briefings, onboarding materials, and customer satisfaction surveys.
Provide regular updates to program leadership on customer status, risks, and engagement metrics.
Facilitate issue escalation, resolution tracking, and cross-functional coordination to maintain high service quality.
Required Qualifications:
Bachelor's degree in Communications, Business, IT, or related field
5+ years of experience in customer relationship management, client services, or stakeholder engagement
Strong interpersonal and communication skills, with experience interfacing with Clients
Familiarity with enterprise digital platforms or CMS systems (Adobe AEM experience is a plus)
Experience with CRM tools, customer tracking systems, or engagement dashboards
Ability to manage multiple priorities in a fast-paced, mission-driven environment
Understanding of DoD contracting environments and program structures is highly desirable
Location: Fort Meade, MD (Hybrid/ as required)
group id: 10422158
