Customer Engagement Specialist

SAIC•Flexwork, GA

4d•Remote

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 cybersecurity services available through the MSS program. Customer engagement is conducted primarily through virtual meetings, webinars, email, and phone communications, with occasional in-person customer visits and participation in conferences and outreach events as required. The specialist collaborates with the Outreach Director, Outreach Coordinator, and MSS technical and service delivery teams to understand customer needs, communicate service offerings, coordinate follow-up, and improve the customer experience. The role also tracks engagement activity and supports outreach planning and reporting. SAIC is a mission integrator serving defense, space, intelligence, and civilian markets with technology, engineering, and professional services. It has approximately 23,000 employees and is headquartered in Reston, Virginia.

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 effectively with government customers and diverse stakeholders.
Demonstrated ability to build professional relationships, understand customer needs, and clearly 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 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 their needs, and promote awareness and adoption of available cybersecurity services.
Conduct outreach through virtual meetings, phone calls, email, and in-person visits as needed.
Educate customers about the MSS portfolio, available services, and their 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 MSS 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 information and answering questions about services.
Support 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 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 adoption barriers, 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 customer engagement, 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 communication guidelines.