Customer Engagement Specialist

DelDOT; Dover (DE); Hybrid; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Engagement Specialist to enhance relationships with state organizations and support transformative projects. This role requires a strong technical background, excellent communication skills, and a passion for customer success. As a change agent, you will facilitate interactions between customers and the organization, recommend process improvements, and collaborate with technical teams to deliver impactful solutions. Join a collaborative work environment that values diversity and fosters professional development through innovative technology services.

Benefits

Health Plans

Paid Leave

Tuition Reimbursement

Professional Development

Retirement Plans

Qualifications

• 3+ years in customer relationship management, ideally in tech.
• Strong verbal and written communication skills are essential.

Responsibilities

• Manage relationships with state organizations and agencies.
• Collaborate with technical teams to deliver effective solutions.
• Recommend process improvements aligned with DTI’s strategy.

Skills

Customer Relationship Management

Communication Skills

Interpersonal Skills

Technical Knowledge

Education

High School Diploma or GED

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Communications

Bachelor’s Degree in Information Systems

Bachelor’s Degree in Public Administration

Job description

Introduction

Looking for a rewarding career in the fast-paced technology industry? The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. Employment with DTI offers a collaborative environment with opportunities for professional development. DTI employees work with top-tier IT companies, gaining experience alongside some of the most talented professionals in the field. DTI values diversity and recognizes that fostering a diverse workforce enhances innovation, skills, teamwork, and morale. To learn more, visit DTI’s Website. DTI also offers a robust hybrid work policy for suitable roles.

Summary Statement

The Customer Engagement Specialist (CES) is responsible for managing business relationships with DTI customers and supporting the State’s business organizations through transformational processes involving major project implementations. The CES acts as a change agent, facilitating transactions between DTI and customers, and influencing positive outcomes.

1. Owning and maintaining relationships with various state organizations, including agencies, legislature, judiciary, educational institutions, and other related entities.
2. Partnering with customers to understand current business operations and defining future states based on requirements and best practices.
3. Recommending process improvements aligned with DTI’s technology strategy, policies, and standards.
4. Collaborating with technical teams and vendors to deliver solutions.
5. Analyzing impacts of new initiatives and representing customer interests within DTI.
6. Representing DTI’s policies, standards, and best practices to customers.
7. Providing organizational change management strategies using DTI’s methodologies.
8. Enabling business process management to enhance productivity and reduce risks.
9. Developing effective communication strategies.

The CES should have a strong technical background, the ability to apply technical knowledge to business goals, and excellent interpersonal skills. Professionalism and a genuine interest in customer success are essential.

Selective Requirements

Applicants must possess a high school diploma or GED. Additional qualifications are required for consideration.

Preferred Qualifications

A bachelor’s degree in Business Administration, Communications, Information Systems, Public Administration, or a related field.

Job Requirements

Candidates must demonstrate competence in:

• At least three years' experience in customer relationship management, preferably in a technology setting.
• At least three years of hands-on experience in a relevant IT discipline.
• Strong verbal and written communication and presentation skills.

Conditions of Hire

A criminal background check is required. Applicants must be authorized to work in the U.S. and participate in E-Verify. DTI does not sponsor employment visas.

Benefits

DTI offers comprehensive benefits including health plans, paid leave, tuition reimbursement, professional development, and retirement plans. For details, visit the Delaware State Employee Benefits webpage.

Selection Process

Applications are evaluated based on education, training, and experience. Complete and accurate submissions are essential. All correspondence will be via email, so keep contact information current. View application status at MyApplications.

Accommodations

Accommodations are available for applicants with disabilities. Contact details are provided for assistance. Delaware is an Equal Opportunity Employer, encouraging a diverse workforce.

Selection Plan

Ongoing application review.