Customer Engagement Manager

Falconwood Inc.; Norfolk (VA); On-site; USD 118,000 - 125,000; Full time

Job summary

Falconwood, Inc. is seeking a Customer Engagement Manager to liaison with Department of Navy stakeholders (CIOs/CTRs) and oversee IT service contracts under the Naval Enterprise Network (NEN).

This role includes project and contract management, handling IT equipment refreshes and deployments, and translating customer needs into actionable requirements. The ideal candidate will have a SECRET clearance, 7+ years IT experience, and strong communication skills to ensure customer satisfaction and

Qualifications

• Minimum SECRET clearance with SSBI.
• 7+ years of IT experience.
• Experience with Department of Navy (DON) IT environments, specifically NMCI.
• Experience with network transitions/migrations.
• Excellent public speaking and personal interaction skills.
• Proficiency in Microsoft Office applications, particularly Word, Excel and PowerPoint.
• Ability to work on a team, while keeping overall project goals on schedule.
• Ability to work independently with minimal or no oversight, and demonstrate exceptional written and oral communications skills.
• Exemplary customer/client management skills and techniques
• Excellent organizational skills.

Responsibilities

• Support the NEN Program Office as a liaison to Department of Navy stakeholders, including CIOs and CTRs in support of IT service requirements.
• Provide contract oversight to ensure IT services are delivered in accordance with the contract(s).
• Provide project management oversight for contractual obligations including IT equipment refresh, delivery, infrastructure, software and application support, and legacy transitions.
• Support new and unpriced IT requirements from initiation to delivery, translating customer needs into actionable requirements.
• Address/Identify contract execution issues and potential deficiencies.
• Develop action plans to mitigate customer and vendor contract disputes.
• Promote customer satisfaction through efficient and effective communication and proactive management of issues impacting service delivery, and facilitate stakeholder engagements as needed.

Skills

Public speaking

Client management

Project management

Communication skills

Teamwork

Microsoft Office

MS Office (Word, Excel, PowerPoint)

Tools

Word

Excel

PowerPoint

Job description

Overview

Falconwood, Inc. is a small, woman/veteran-owned business providing executive level consultants and programmatic support to Department of Defense Information Technology (IT) initiatives and programs. We provide expert consultation on a diverse range of IT subjects focusing on acquisition strategy, project management, Information Assurance, and engineering. We have an immediate opening for a Customer Engagement Manager to perform various tasks related to customer liaison and communications, as well as managing business policy operating procedures for the Naval Enterprise Network (NEN).

Responsibilities

Critical Competencies

• Project Management
• IT Operations Management
• Contracts Management
• Data Analysis

The Customer Engagement Manager Will

• Support the NEN Program Office as a liaison to Department of Navy stakeholders, including Chief Information Officers (CIOs) and Customer Technical Representatives (CTRs) in support of their IT service requirements
• Provide contract oversight to ensure that IT service requirements are met and that IT services are delivered in accordance with the contract(s) in place
• Provide project management oversight for contractual obligations including but not limited to IT equipment refresh, new IT equipment delivery, IT infrastructure delivery, software and application support, and legacy transition projects
• Support new and unpriced IT requirements from initiation to delivery, assisting in translating customer needs into actionable requirements
• Address/Identify contract execution issues and potential deficiencies
• Develop action plans to mitigate customer and vendor contract disputes
• Promote customer satisfaction through efficient and effective communication and proactive management of issues impacting service delivery, and facilitate stakeholder engagements as needed

Qualifications

Required

• Minimum SECRET clearance with Single Scope Background Investigation (SSBI)
• 7+ years of IT experience
• Experience with Department of Navy (DON) IT environments, specifically NMCI
• Experience with network transitions/migrations
• Excellent public speaking and personal interaction skills
• Proficiency in Microsoft Office applications, particularly Word, Excel and PowerPoint
• Ability to work on a team, while keeping overall project goals on schedule
• Ability to work independently with minimal or no oversight, and demonstrate exceptional written and oral communications skills
• Exemplary customer/client management skills and techniquesExcellent organizational skills

Desired

• CISSP certification
• Security+ certification
• Experience supporting Information Assurance activities
• Familiarity with DON network architecture
• Familiarity with NMCI service delivery functions
• Familiarity with common NMCI processes and tools

Pay Range

Pay Range$118,000- $125,000