Customer Relationship Manager (Infrastructure and Cloud)

Job description

ActioNet is seeking a Customer Requirements Manager to support a Government client’s IT Branch Office by serving as the primary interface between customers, stakeholders, and infrastructure delivery teams. This role is responsible for managing customer demand, translating business requirements into actionable infrastructure solutions, and coordinating the delivery of compute, storage, and cloud services across enterprise environments. The ideal candidate combines strong customer engagement, service delivery management, cloud awareness, and operational coordination to ensure successful execution of infrastructure modernization and lifecycle initiatives. Location: Remote position. Candidates located in the Eastern Time Zone are preferred to support team collaboration and customer engagement requirements. Responsibilities Customer Relationship & Requirements Management Serve as the primary point of contact for assigned customers and partner organizations supporting infrastructure and cloud services. Develop and maintain strong customer relationships while managing ongoing service demand and delivery expectations. Gather, document, validate, and prioritize business and technical requirements. Translate customer requirements into infrastructure solutions aligned with enterprise standards and approved service offerings. Conduct recurring meetings with assigned branch leadership to review status, priorities, risks, and upcoming infrastructure initiatives. Support customers in developing migration and modernization plans related to End of Support (EOS) hardware and operating systems. Maintain customer communications including status reporting, action tracking, meeting facilitation, and executive updates. Infrastructure & Cloud Service Coordination Coordinate the full lifecycle of infrastructure requests including provisioning, deployment, expansion, migration, and decommission activities. Support customer requests for compute, server, storage, and cloud resources through established implementation processes. Partner with engineering and cloud teams to perform initial assessments and validate solution feasibility. Coordinate technical reviews for standard cloud service delivery initiatives. Oversee delivery activities including server builds, storage requests, cloud onboarding, and infrastructure scaling efforts. Manage ServiceNow requests and change activities (CHGs) through completion. Track cloud service requests and ensure timely fulfillment and communication. Service Delivery & Portfolio Oversight Manage customer and partner portfolios to ensure alignment between business objectives and IT service capabilities. Monitor delivery schedules, dependencies, risks, issues, and escalations. Coordinate migration and cutover activities across infrastructure and cloud initiatives. Support incident escalation and facilitate resolution across delivery teams. Track customer demand trends to support forecasting and capacity planning. Develop executive dashboards, delivery metrics, and operational reporting including trackers and Quad Charts. Cloud Financial Operations & Governance Support AWS and Azure cloud portfolio management and customer cloud adoption initiatives. Coordinate customer funding activities and support cost tracking for cloud and on-premises services. Produce monthly showback reporting and support Apptio cost management processes. Ensure cloud resource tagging and billing accuracy. Recommend cost optimization opportunities including right-sizing, intelligent tiering, and retirement of unused infrastructure. Support acquisition tracking and financial visibility for customer projects. Maintain governance alignment, service policies, and customer agreements where applicable. Continuous Improvement & Strategic Initiatives Drive continual service improvement efforts focused on delivery processes, automation opportunities, communications, and documentation. Support governance and process optimization initiatives to improve service delivery effectiveness. Lead coordination for infrastructure delivery projects and enterprise operational initiatives. Support modernization efforts including platform upgrades, cloud enablement, enterprise monitoring, and infrastructure transformation programs. Facilitate resolution activities for enterprise service issues and cross-functional operational challenges. Support strategic initiatives focused on cloud scalability, automation, and operational excellence. ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 26+ years of stellar past performance, ActioNet is the premier Trusted Innogrator! Core Capabilities: Advanced and Managed IT Services Agile Software Development DevSecOps Cybersecurity Health IT C4ISR & SIGINT Data Center Engineering & Operations Engineering & Installation Why ActioNet? At ActioNet, our Passion for Quality is at the heart of everything we do: Commitment to Employees: We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters. Commitment to Customers: We are committed to our customers by driving and sustaining Service Delivery Excellence. Commitment to Community: We are committed to giving back to our community, helping others, and making the world a better place for our next generation. ActioNet is proud to be named a Top Workplace for the thirteen year in a row (2014 - 2026). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation. What's in It For You? As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference? ActioNet is an equal-opportunity employer and values inclusion at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program: Medical Insurance Vision Insurance Dental Insurance Life and AD&D Insurance 401(k) Savings Plan Education and Professional Training Flexible Spending Accounts (FSA) Employee Referral and Merit Recognition Programs Employee Assistance and Identity Theft Protection Paid Holidays: 11 per year Paid Time Off (PTO) Disability Insurance ActioNet is an equal opportunity employer and value inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. ********Direct Applicants, only. No Agencies, No third-party recruiters, please********