Customer Engagement Manager w/Secret Clearance

Responsibilities & Qualifications

We are seeking a Customer Engagement Manager for the CSES contract.

The Customer Engagement Manager engages customers and stakeholders to ensure services meet customer and business requirements. This role manages SLAs, SLOs, and service targets, interfaces with process/service owners, incorporates human-centered and user-centered design, and is accountable for customer satisfaction.

REQUIRED QUALIFICATIONS

Experience

• Experience managing established service levels and developing new service levels on a contract/task order requirements of similar size , scope, and complexity.
• Experience engaging customers to determine requirements and gauge customer satisfaction.
• Experience incorporating human-centric/user-centric design on a program of similar size and scope.

Certifications

• ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification ; related modules/exams should be stated .

Education

• Bachelor's in Business , Communications, IT, or related field

Clearance

• Secret

RESPONSIBILITIES

• Serve as the customer and stakeholder engagement lead for service delivery and service performance matters.
• Manage established SLAs, SLOs, service targets, customer-facing performance expectations, and related review sessions.
• Engage customers to understand requirements , pain points, satisfaction trends, and business impacts of IT service delivery.
• Coordinate with CCS and DT process/service owners responsible for delivering services against customer commitments.
• Advocate for customer-oriented, human-centered, and user-centered service design and service measurement.
• Transition performance measurement toward customer-facing, multi-dimensional metrics that reflect the user experience.

Overview

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Location: dmv
• Environment: Hybrid
• Noise level: Low
• Schedule: Schedule is day shift Monday - Friday. May be requested to work evenings and weekends to meet program and contract needs
• Travel: Less than 10%

WORK AUTHORIZATION/SECURITY CLEARANCE

U.S. Citizenship

Secret

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

OTHER INFORMATION

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

Additional Job Information

TekSynap is a fast growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. "Technology moving at the speed of thought" embodies these principles - the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. Apply now to explore jobs with us at www.TekSynap.com .

We offer our full-time employees a competitive benefits package to include health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time and holidays.

TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment.

By applying to a role at TekSynap you are providing consent to receive text messages regarding your interview and employment status. If at any time you would like to opt out of text messaging, respond "STOP". As part of the application process, you agree that TekSynap Corporation may retain and use your name, e-mail, and contact information for purposes related to employment consideration.

EQUAL EMPLOYMENT OPPORTUNITY

In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, protected veteran status, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as "protected status"). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment. TekSynap is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact hr@teksynap.com for assistance.