Customer Engagement Specialist

About DMI

DMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. With a focus on end-to-end managed IT services, including managed mobility, cloud, cybersecurity, network operations, and application development, DMI supports public sector agencies and commercial enterprises around the globe. Recognized as a Top Workplace, DMI is committed to delivering secure, efficient, and cost-effective solutions that drive measurable results. Learn more at www.dminc.com

About the Opportunity

DMI, LLC is seeking a Customer Engagement Specialist to join us. The Customer Engagement Specialist plays a key role in strengthening the relationship between IT service providers and end users. This role supports the planning and execution of engagement strategies, gathers user feedback, and helps drive service improvements through communication, outreach, and collaboration with technical teams.

Duties and Responsibilities:

• User Engagement & Communication:
• Serve as a liaison between end users and IT service teams to ensure customer needs and concerns are captured and addressed.
• Conduct outreach activities such as user briefings, onboarding sessions, and satisfaction surveys.
• Assist in the development of user-facing communications, including service announcements, newsletters, and knowledge articles.
• Feedback Collection & Analysis:
• Collect and analyze customer feedback to identify trends, recurring issues, and opportunities for service improvement.
• Support the development of customer satisfaction metrics and reporting dashboards.
• Track and report on engagement outcomes and follow-up actions.
• Collaboration & Coordination:
• Work closely with business analysts, documentation specialists, and service desk teams to ensure alignment of messaging and support materials.
• Coordinate with VIP support teams and field technicians to ensure high-touch service delivery where needed.
• Support the planning and execution of customer engagement campaigns and events.
• Knowledge Sharing & Training Support:
• Assist in the creation and maintenance of user guides, FAQs, and quick reference materials.
• Support training initiatives by helping to identify knowledge gaps and user education needs.

Qualifications

Required Skills/Certifications:

• DoD Secret security clearance
• Education: Bachelors degree in IT or related field (preferred)
• ITIL v3 Foundations/ITIL 4 Foundations certification
• Business Relationship Manager certification
• 2-4 years of experience in customer engagement, communications, or IT service delivery.
• Strong interpersonal and communication skills, with the ability to interact effectively with both technical and non-technical audiences.
• Familiarity with ITIL-based service management and enterprise IT environments.
• Experience with tools such as ServiceNow, SharePoint, Microsoft Office Suite, and survey platforms.
• Ability to work independently and collaboratively in a fast-paced, mission-critical environment.

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: There are no physical requirements for this position

Location: McLean, VA

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Our culture is shaped by five core values that guide how we work, grow, and succeed together:

• Do What's Right - We lead with honesty and integrity.
• Own the Outcome - We take responsibility and deliver.
• Deliver for Our Customers - We are relentless about delivering value.
• Think Bold, Act Smart - We innovate with purpose.
• Win Together - We collaborate and celebrate our success.

These values aren't just ideals-they show up in how we support every part of your well-being:

• Convenience/Concierge - Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development - Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial - Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition - Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness - Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

DMI values employees for their talents and contributions, and we take pride in helping our customers achieve their goals. Because when we live our values, we all win together.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.