Customer Engagement SME
Improvix-Technologies-
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Benefits offered by this job
Job summary
Improvix Technologies seeks an Engagement & Agreements Lead to drive long-term strategy for government contracts and internal workflows. You will head a small team, align with product and customer engagement, and shape the end-to-end agreement lifecycle from drafting to signing.
The role emphasizes proactive improvement, governance, and collaboration with stakeholders across technical and policy domains to ensure compliant, scalable solutions.
Qualifications
- 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.
Responsibilities
- Lead a two-person Agreements team with future onboarding and growth.
- Devise a long-term plan to increase portal adoption across the federal customer.
- Establish handoff processes from customer engagement to agreements processing.
- Collaborate to create and refine agreement types and lifecycle activities.
- Identify opportunities to simplify and optimize the workflow, including automation.
Skills
Tools
Job description
If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.
FullTime Management US
7 days ago Requisition ID: 1124
Salary Range: $130,000.00 To $160,000.00 Annually
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.
- 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 planningfor 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.
- 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.
- 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.
- Forward-thinking: You anticipate future needs and recommend solutions before they become issues.
- Collaborative: You’re comfortable bringing people together and driving clarity among multiple stakeholders.
- Analytical: You connect customer needs, policy constraints, and technical realities to select the right agreement path.
- Self-directed: You take ownership of tasks, communicate proactively, and follow through consistently.
- Adaptable: You perform both leadership tasks and hands‑on execution with equal comfort.
At Improvix Technologies, we don’t just deliver IT solutions — we deliver mission success. Our teams support critical government programs by building secure, innovative, and scalable technology that enables agencies to operate more efficiently and securely.
We believe great technology starts with great people. That’s why we invest in our employees’ growth, well-being, and long‑term success.
Our benefits include:
- Competitive compensation and performance-based incentives
- 401(k) with company match
- Threeweeks of paid annual leavethat increases with tenure
- Comprehensive medical, dental, and vision insurance
- Life insurance and disability coverage
- Transit and commuting benefits
- Professional development and paid training opportunities
At Improvix, you’ll join a collaborative, mission-focused environment where your expertise drives meaningful impact.
Improvix Technologies, Inc. is an Equal Opportunity Employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
Improvix is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process. If you require assistance or accommodation, please contact our Human Resources team.
Due to the nature of our government contracts, U.S. citizenship may be required for certain positions, and some roles may require the ability to obtain and maintain a U.S. government security clearance.
In accordance with applicable laws and regulations, Improvix Technologies will not discharge or otherwise discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.
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