Customer Relations Lead

Patriot, LLC is seeking a highly motivated and experienced Customer Relations Lead to manage and cultivate relationships with multiple government and federal customers. This role is critical for ensuring customer satisfaction, driving business development initiatives, and contributing to program deliverables and overall company growth.
Key Responsibilities :

1. Customer Relationship Management :
   • Manage and nurture relationships with multiple government and federal customers to ensure high levels of customer satisfaction.
   • Serve as the primary point of contact for customers, addressing their needs and concerns promptly and effectively.
   • Develop and maintain long-term relationships with key stakeholders to foster trust and loyalty.
2. Program and Service Delivery :
   • Work closely with Program Managers to ensure smooth transitions, effective delivery, and adherence to program schedules.
   • Oversee the implementation of program deliverables, ensuring they meet customer expectations and contractual requirements.
   • Contribute to achieving Service Level Agreements (SLAs) and ensuring compliance with program deliverables.
3. Business Development and Sales :
   • Identify and develop new sales and program leads through proactive engagement with existing and potential customers.
   • Collaborate with the Business Development Unit to create and execute strategies for expanding business opportunities.
   • Prepare and deliver compelling proposals and cost estimates that align with customer needs and company capabilities.
4. Customer Satisfaction and Performance :
   • Monitor and evaluate customer satisfaction levels through regular feedback and performance assessments.
   • Contribute to the Continuous Performance and Accountability Reporting System (CPARS) to ensure high performance ratings and customer satisfaction.
5. Proposal and Cost Estimation :
   • Lead the preparation of proposals and cost estimates for new projects and program extensions.
   • Work with cross-functional teams to gather necessary information and develop competitive and accurate proposals.
6. Presentations and Communications :
   • Prepare and deliver company and program presentations to customers, stakeholders, and internal teams.
   • Ensure that all communications are clear, professional, and aligned with company standards.
7. Value Delivery and Business Development :
   • Deliver value to customers by understanding their needs and providing tailored solutions that exceed their expectations.
   • Support the Business Development Unit in identifying and pursuing new business opportunities.
8. Operational Delivery :
   • Oversee operational delivery to ensure that all services meet the agreed-upon standards and timelines.
   • Work with operational teams to resolve any issues that arise during program execution and delivery.
9. Cross-functional Collaboration :
   • Collaborate with various departments including operations, finance, and project management to ensure cohesive and effective program delivery.
   • Work with the Program Managers to address and resolve any issues that arise during program execution.

Qualifications :

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 5-7 years of experience in customer relationship management, preferably within the government or federal sector.
• Proven track record of managing multiple customer relationships and achieving high levels of customer satisfaction.
• Strong understanding of government contracts, program management, and compliance requirements.
• Excellent communication and presentation skills, with the ability to convey complex information clearly and persuasively.
• Experience in business development, proposal preparation, and cost estimation.
• Ability to work collaboratively with cross-functional teams and influence without authority.
• Strong organizational skills and attention to detail.

Key Competencies :

• Customer Focus
• Relationship Building
• Strategic Thinking
• Problem Solving
• Business Acumen
• Communication Proficiency
• Leadership

Work Environment :
This role requires a combination of remote work and on-site presence at client locations, including the DMV (DC, Maryland, Virginia) area. Occasional travel to customer sites and participation in off-site meetings and events is also required.  

Patriot, LLC is committed to a drug-free workplace. As such, the Company conducts pre-employment, reasonable cause, random and contract-mandated testing in accordance with federal and state law.

Patriot, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

To request accommodations for the application process please contact or call .

About Patriot LLC:

Patriot LLC (Patriot), located in Columbia, Maryland is an established, privately held government and commercial services Contractor with dedicated employees who bring relevant, responsive and adaptive solutions to our customers.

In 2014, Patriot’s CEO Anthony Russo was recognized as a Circle of Excellence Smart CEO Finalist and was profiled in the November/December issue of SmartCEO magazine. The Circle of Excellence Awards program recognizes CEOs who have succeeded in taking an aspect of their businesses to a level most companies rarely achieve.

In 2013, we received the Baltimore Business Journal’s award for being the largest veteran owned business based in the Baltimore area. In 2012, we received the 2012 Best in Columbia for our work in the areas of Computer Integrated Systems Design.

In 2011, we received the Best of Maryland Award. Today, with multiple government and commercial Programs, our Core Competencies have evolved in several key operational, technical and program support areas.

As a value-added partner, we provide our government and commercial customers with the quality assurance, performance-based and program management credentials required for a maximum Return on Investment (ROI), and sustainable strategic advantages, for both the short and long terms.

Lastly, as a “verified” Service-Disabled Veteran Owned Small Business (SDVOSB) and a Maryland Department of Transportation (MDOT) Minority/Disadvantaged Business Entity (MBE/DBE), Patriot is committed to delivering the highest quality personnel, most innovative approaches wrapped in state-of-the-art solutions using the latest and most advanced technologies available.

As required by Executive Order 14042, government contractor employees are required to be fully vaccinated against COVID-19 regardless of the employee’s duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be vaccinated against COVID-19 and submit documentation of proof of vaccination by November 24, 2021 or before beginning work if after November 24. Patriot will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement.

Company website:

Company address: 9520 Berger Road Suite 212 Columbia MD 21046