Customer Engagement SME

Improvix Technologies• US,

12d•$130,000 - $160,000

About The Position

The Engagement & Agreements Lead serves as both a working team member and the functional lead supporting the federal customer's environment. This role predominantly includes strategic planning for the adoption growth of the AI-driven technical solutions portal to ensure long-term scalability in support of the enterprise transformation initiative. At launch, the lead will head the agreements team that will consist of one government staff member and one contractor (this role), with expected expansion as demand grows. This role is responsible for focusing on long-term strategies to grow and improve the end-to-end workflow of initial customer requests to finalizing agreement documentation and coordination across stakeholders. The ideal candidate is proactive, comfortable identifying gaps, and confident in recommending improvements to workflows, tooling, and communication practices.

Requirements

Experience with formal agreements, contracting processes, program coordination, or policy-driven documentation environments.
Strong written communication skills with the ability to translate requirements into technical development requirements or agreement language.
Demonstrated ability to manage a backlog, triage requests, and independently drive work to completion.
Outstanding attention to detail, organization, and follow-through.
Experience in strategic planning and adoption of new ‘ways of doing things’ including through use of new technologies.
Experience with conflict resolution, particularly in large governmental working groups with executive leadership attention on the success of implementing a new initiative.
Ability to build rapport with diverse stakeholders and navigate conversations across technical and nontechnical teams.
Proactive, improvement-oriented mindset—comfortable questioning outdated processes and proposing better ways forward.

Nice To Haves

Familiarity with Memoranda of Agreement (MOA), Memoranda of Understanding (MOU), and related federal agreement types.
Experience supporting government programs, especially in technology, service delivery, or cross-bureau coordination.
Understanding of structured workflows in tools such as ServiceNow, Jira, Confluence, or SharePoint.
Curiosity regarding agentic AI adoption and prompting, particularly in minimizing redundancy in customer service by partnering human experts with generative AI.
Prior team lead or mentorship experience, especially within small or growing teams.

Responsibilities

Lead a two-person Agreements team (1 Improvix contractor + 1 government staff), with future responsibility for onboarding and integrating additional team members.
Laterally coordinate with the AI-driven technical solutions portal federal product owner to devise a long-term strategic plan to increase portal adoption across the federal customer, specifically within the enterprise transformation initiative.
Coordinate with the Customer Engagement solutions architect and senior request manager to establish a handoff process from customer engagement team to agreements processing.
Collaborate with the enterprise transformation working group to establish an agreements process with new and existing stakeholders.
Understand the overall customer intake process from the submission on the AI-driven technical solutions portal through signing an agreement (when applicable) and take an iterative approach in planning for process improvement, automation and minimizing redundant tasks and communication.
Draft, review, and refine suite of agreement types in collaboration with customers, the Agreements Team, and other stakeholders. This includes supporting end-to-end coordination of agreement lifecycle activities, including drafting, review, routing, signature coordination, amendments, and archival.
Work closely with customers, development teams, customer engagement groups, and agreements subject matter experts to ensure the engagement and agreement strategy aligns with business, technical, and operational requirements.
Facilitate discussions to clarify requirements, policy constraints, and dependencies affecting proposed solution selection and content, including if an agreement is required.
Proactively identify opportunities to simplify, standardize, and optimize the customer engagement and agreements workflow—whether through automation, template refinement, guidance updates, or eliminating redundant steps.
Recommend and implement process improvements that reduce handoff delays, strengthen accuracy, or improve customer understanding.
Help shape future engagement and agreements capabilities (e.g., governance, templates, metrics, automation) as the program matures.
Maintain up-to-date internal guidance, SOPs, templates, and reference materials.
Ensure engagement and agreements processes are well-documented, discoverable, and easy for new team members to follow.
Track and report agreements workload, trends, and throughput to leadership as it becomes established.