Customer Engagement Manager w/Secret Clearance

TekSynap•Washington, DC

2d•Hybrid

About The Position

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.

Requirements

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.
ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification; related modules/exams should be stated.
Bachelor’s in Business, Communications, IT, or related field
Secret Clearance
U.S. Citizenship

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.