Customer Engagement Manager

Applied Information Sciences•Alexandria, VA

About The Position

AIS is seeking a mission-focused professional to join our Customer Engagement Management (CEM) team. This role is essential for supporting the execution of high-visibility defense programs. You will be responsible for a variety of tasks, including assisting the government Director effectively align a Defense Department organization’s IT support with overarching business needs. CEMs act as the face of our IT office, working with customers to identify support opportunities, recommend business and IT solutions, and provide input to the service strategy process.

Requirements

2–5 years of experience in customer engagement, project coordination, program support, IT support or similar roles within the defense industry.
Strong understanding of DoD environments and secure program operations.
Excellent communication skills with the ability to interface professionally with government customers and internal teams.
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft 365 platform tools (e.g., SharePoint, Teams, Power Platform).

Nice To Haves

Experience supporting classified programs or working in SCIF environments.
Experience with business analytics and requirements gathering.
The ability to build strong, trust-based relationships with customers.

Responsibilities

Act as a customer liaison with various IT service providers, helping customers navigate the intricacies of working with DoD support organizations.
Perform daily rounds, walking through customer spaces to assist with any IT issues and identify potential business improvement solutions.
Participate in customer meetings and conferences, as required.
Monitor trouble tickets and follow-up IT services providers to ensure resolution, escalating to appropriate parties if needed.
Perform desk-side training for mission applications, in conjunction with the Mission Application Support Team.
Deliver support metrics to the team lead and program manager, for reporting to the government customer.
Support the Project Management Team, providing routine customer check-ins during office moves and large-scale networking projects.
Provide timely updates and ensure clear communication across all parties.
Capture customer feedback to drive continuous improvement.
Facilitate communication between technical and non-technical stakeholders.