Customer Engagement SME

Improvix Technologies•Washington, DC

12d•$100,000 - $120,000•Remote

About The Position

Improvix Technologies is seeking experienced Customer Engagement Specialists to support a federal customer responsible for delivering custom applications, enhancements, and new technical solutions on behalf of the agency’s many bureaus. As a Customer Engagement Specialist, you will be the primary point of contact between the customer community and our delivery teams. You will own the end-to-end intake experience-from the moment a request is submitted, through clarification and requirements gathering, to coordination with technical staff. This is a relationship-driven role for someone who excels at understanding customer needs, communicating clearly across business and technical audiences, and keeping work moving across a fast-paced, high-visibility government program.

Requirements

Active U.S. Government Secret security clearance (required to start).
3+ years of experience in customer engagement, client relationship management, business analysis, requirements gathering, or a comparable customer-facing role.
Proven ability to elicit and document business and functional requirements and translate them into actionable inputs for technical teams.
Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.
Strong organizational and coordination skills, with the ability to manage multiple concurrent requests and competing priorities in a fast-paced environment.
Experience working with intake, ticketing, or workflow systems (e.g., ServiceNow, Jira, or similar) to track and route work.
Self-directed and dependable, with the discipline to thrive in a fully remote work environment.

Nice To Haves

Background in or working knowledge of custom application development, software customizations, or solution delivery lifecycles (SDLC, Agile/Scrum).

Responsibilities

Serve as the trusted primary point of contact for stakeholders submitting requests, delivering a responsive, professional, and customer-first experience.
Review and triage incoming intake requests, assessing scope, priority, complexity, and completeness, and following up with customers to clarify objectives and gather missing information.
Elicit, document, and translate customer business needs into clear, well-structured requirements that delivery teams can act on.
Route requests behind the scenes to the appropriate solutions architects and analysts, ensuring the right resources are engaged to determine the best response, recommendation, or proposal.
Coordinate across solutions architects, analysts, and development teams to shepherd each request from submission through proposed solution, tracking status and removing roadblocks.
Communicate status, timelines, and proposed solutions back to customers in clear, non-technical language, managing expectations throughout the engagement lifecycle.
Monitor intake volume, response times, and engagement metrics; identify trends, recurring needs, and opportunities to streamline the intake-to-delivery process.
Help refine and continuously improve the workflow, triage criteria, and routing logic based on customer feedback and operational data.
Maintain accurate records of customer interactions, requirements, decisions, and outcomes to support transparency, reporting, and program governance.
Build and sustain strong working relationships with customers and internal delivery teams, acting as an advocate for the customer while balancing program priorities.