Customer Engagement Specialist

DMI • McLean, VA

1d

About The Position

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.

Requirements

• DoD Secret security clearance
• 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.
• Must be a U.S. Citizen

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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees