Customer Success / Customer Account Representative

Customer Success / Customer Account Representative
Schriever AFB
Colorado Springs, Colorado

HX5 is an award-winning provider of engineering, research and development, and technical services to clients such as NASA and the Department of Defense. Founded in 2004, HX5 is a fast-growing veteran- and woman-owned company with locations nationwide.

HX5 is currently seeking a Customer Success / Customer Account Representative to support the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract at Schriever Air Force Base in Colorado.

Essential Duties and Responsibilities:

This is a high-visibility, customer-facing role focused on ensuring a seamless and responsive experience for technical end users and stakeholders across classified environments.

• Serve as the trusted advisor and single point of contact for assigned customer accounts.
• Develop and maintain strong working relationships with federal end users, stakeholders, and internal technical teams.
• Capture, clarify, and communicate customer requirements to engineering, architecture, and service delivery teams.
• Track and ensure resolution of customer issues, proactively identify improvement areas, and manage expectations.
• Support regular status reporting, service reviews, and customer success metrics.
• Advocate for customer needs within the organization, ensuring alignment with contract obligations and technical capabilities.
• Support customer onboarding and management in a hybrid computing environment with services ranging from data transfers to storage solutions, to high performance computing.
• Serve as the primary point of contact between assigned account holders and the technical delivery teams (including architecture, storage, operations and maintenance).
• Be leveraging executive communication skills with a strong IT background to engage and synchronize multiple stakeholders.
• Translate customer needs into actionable requirements and driving customer satisfaction across complex enterprise solutions through tailored interactions and solutions.
  

Salary: This position is expected to pay $85,000 - $120,000 annually; depending on experience, education, and any certificationsthat are directly related to the position.

Education and Experience:

• Must have 2, or more, years of experience in IT-focused customer account management or customer success (this is not
  a call center or help desk support role).
• Must be familiar with requirement gathering, customer lifecycle management, and technical stakeholder engagement.

• Must have an active DoD Secret Security Clearance

Desired Requirements:

• Have a bachelor's degree in business, marketing, computer science, engineering, or related field.
• Have experience supporting technical government customers.
• Have a basic understanding of on-prem, hybrid cloud (AWS/Azure), and enterprise IT systems.

Position Type/Expected Hours of Work:

This is a full-time position requiring 40 hours per week and offers a flexible work schedule Monday through Friday during core business hours.

Other Position Requirements:

• Proof of U.S. Citizenship or US Permanent Residency is a requirement for this position.
• Must be able to complete a U.S. government background investigation.
• Must be able to obtain a Secret clearance by date of hire.
• Must be able to travel, including air travel.
• Must have a valid Drivers License.

HX5 offers a competitive salary and benefits package to include:

• Medical/Dental/Vision Insurance
• 401(k) plan with Company Match
• Paid Holidays
• Paid Time Off
• Parental Leave
• Life Insurance
• Tuition Reimbursement
• Identity Protection
• Medical and Dependent Care Flexible Spending Accounts
• Commuter/Transit Spending Accounts
• Group Legal Coverage Options
• Pet Insurance

HX5, LLC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, age, national origin, ancestry, citizenship, disability, or veteran status.

HX5, LLC is a Drug Free Workplace Employer.

ACCESSIBILITY NOTICE:
If you need a reasonable accommodation for any part of the employment process due to a physical or mental disability, pleasecall (850) 362-6551.

CJ