Job Description

Senior Customer Account Manager

Application Deadline: 26 August 2026

Department: Federal Services

Employment Type: Full Time

Location: Washington, DC

Compensation: $100,000 - $120,000 / year

Key Responsibilities

• 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.

Skills, Knowledge & Expertise

• 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.

• 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.