The Senior Customer Account Manager will support an integrated customer account management program that serves current and prospective Government tenants. This role is responsible for building and maintaining strong customer relationships, coordinating services across multiple organizations, managing tenant requirements, and ensuring the successful delivery of customer support services. The selected professional will serve as a critical liaison among tenant organizations, service providers, and Government stakeholders while promoting exceptional customer service and operational excellence.
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Establish and maintain customer account plans for assigned tenant organizations.
- Maintain tenant organizational information and key points of contact.
- Identify tenant occupancy status, projected requirements, major concerns, upcoming decisions, and service dependencies.
- Serve as a support point of contact for coordinating tenant inquiries and actions.
- Prepare for and support tenant meetings, including the development of agendas, briefing materials, decision papers, and meeting records.
- Maintain issue, commitment, decision, and action-item tracking logs.
- Track issues through resolution or referral to the responsible Government organization.
- Coordinate tenant requests involving facilities, security, information technology, finance, and other service providers.
- Support tenant onboarding, occupancy changes, expansion activities, contractions, and departures.
- Develop customer communications and service-related materials.
- Support tenant forums, governance meetings, and customer account reviews.
- Conduct Government-approved customer feedback activities.
- Identify recurring service issues and recommend process improvements.
- Provide early warning regarding customer dissatisfaction, schedule risks, funding concerns, and unresolved requirements.
- Promote consistent, high-quality customer interactions across Government organizations.
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Seven (7) years of experience in real estate customer management, account management, occupancy management, or tenant management.
- Experience supporting complex institutional, corporate, or Government customers.
- Demonstrated ability to coordinate services across multiple organizations and stakeholders.
- Strong written communication, briefing development, facilitation, and issue management skills.
Customer account and relationship management expertise.
- Strong stakeholder coordination and cross-functional collaboration skills.
- Excellent written communication, briefing preparation, and facilitation abilities.
- Strong problem-solving and issue management capabilities.
- Experience managing competing priorities and supporting complex service delivery environments.
- Ability to build trusted relationships with diverse customer organizations and stakeholders.
Since its establishment in 2000, TeleSolv Consulting has been committed to helping organizations solve complex problems. Our solutions integrate sound management principles with the most appropriate technologies to assist senior executives in effectively managing programmatic, schedule, and technical risks.
About TeleSolv:
Join the TeleSolv Team on our mission to provide quality and unparalleled service to our clients. We are a growing organization that provides a variety of professional and administrative services to public and private organizations with global operations. Rated in the top 1000 businesses in 2019 by Inc.com. Since its founding in 2000, TeleSolv has been committed to helping organizations solve complex problems. Our solutions integrate sound management principles with the most appropriate technologies to assist senior executives in effectively managing programmatic, schedule, and technical risks. TeleSolv offers excellent compensation, training, advancement opportunities, and exceptional benefits including PTO, sick leave, up to 11 paid federal holidays, medical, dental, vision, company paid life, short-term and long-term disability insurance, employee assistance program, and matching 401(k) plan.
Background Investigation:
This position requires that you obtain a background investigation. As part of this process, the government will perform a criminal, credit, tax, employment, and drug history background check. The government has varying tolerances, with mitigating circumstances, for issues in all of the categories. The government is essentially looking to confirm that you are generally in good financial standing, up to date on your tax filings, rehire eligible with your prior employers, and have adhered to any federal restrictions on illegal drug use, including marijuana, in addition to other checks related on your character and trust worthiness.
TeleSolv Consulting is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, pregnancy, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
