Customer Engagement Specialist

SAIC•Flexwork, GA

About The Position

Science Applications International Corporation (SAIC) is seeking a highly motivated Customer Engagement Specialist to join its Outreach team supporting the Texas Department of Information Resources (DIR) Managed Security Services (MSS) program. Reporting to the Outreach Director, this role proactively engages existing and prospective government customers to increase awareness, understanding, and adoption of MSS cybersecurity services. The specialist communicates the value of IT and cybersecurity offerings, builds customer relationships, identifies needs and opportunities, and helps connect customers with relevant services and subject matter experts. Engagement is conducted primarily through virtual meetings, webinars, email, and phone, with occasional in-person customer visits and participation in conferences and outreach events. The specialist also supports outreach campaigns and customer information sessions, documents engagement activity, gathers customer feedback, and contributes recommendations to improve outreach effectiveness and customer experience. The role requires coordination with the Outreach Director, Outreach Coordinator, and MSS technical and service delivery teams, while ensuring communications follow DIR-approved plans and program requirements.

Requirements

Bachelor's degree and 10 or more years of related experience; additional relevant experience may be considered in lieu of a degree, subject to company requirements.
Experience in customer engagement, customer relationship management, outreach, account support, business development, or related customer-facing roles.
Strong interpersonal, verbal, and written communication skills, including the ability to engage government customers and diverse stakeholders.
Ability to build professional relationships, understand customer needs, and communicate the value of services and solutions.
Ability to work independently in a remote environment, manage multiple customer engagements, and coordinate activities across internal teams.
Proficiency with Microsoft Office applications and familiarity with customer relationship management (CRM) tools.
Willingness and ability to travel within Texas for customer visits, conferences, and outreach events as required.
Must be a U.S. citizen and able to pass a CJIS Criminal Justice background investigation and maintain required CJIS eligibility throughout employment.

Nice To Haves

Experience working with state and local government agencies, higher education institutions, or other public-sector organizations.
Familiarity with cybersecurity, managed security services, or IT service offerings.
Previous experience supporting customer outreach campaigns, webinars, conferences, trade shows, or government events.
Experience using CRM systems to track customer interactions, engagement activities, and service opportunities.
ITIL v4 Foundation certification or higher.

Responsibilities

Proactively engage existing and prospective MSS customers to build relationships, understand customer needs, and promote awareness and adoption of available cybersecurity services.
Conduct customer outreach through virtual meetings, phone calls, email, and in-person visits as needed.
Educate customers on the MSS portfolio, available services, and benefits, and help identify solutions aligned with organizational needs.
Identify customer interests, service opportunities, and potential areas for increased MSS adoption; coordinate follow-up with the Outreach Director and appropriate program teams.
Maintain customer relationships through periodic engagement, follow-ups, and service awareness activities to support satisfaction and continued use of MSS services.
Represent the MSS program at industry conferences, government events, outreach sessions, and informational booths, providing service information and answering questions.
Support the planning and execution of outreach campaigns, webinars, customer information sessions, and other engagement initiatives in coordination with the Outreach Director and Outreach Coordinator.
Collaborate with MSS technical and service delivery teams to facilitate customer discussions, address service-related inquiries, and connect customers with subject matter experts.
Track and document customer engagement, outreach efforts, opportunities, and follow-up actions using established CRM and reporting tools.
Gather customer feedback, identify common service needs and barriers to adoption, and recommend improvements to outreach effectiveness and customer experience.
Collaborate with the Outreach Coordinator to ensure marketing materials, service descriptions, presentations, and other collateral are available for customer engagement.
Support the Outreach Director in monitoring and reporting engagement activities, outreach accomplishments, and contributions to MSS service adoption and growth.
Ensure outreach activities and customer communications align with DIR-approved outreach plans, program requirements, and established communication guidelines.