Customer Experience Manager

Eckceptional Search; Herndon (VA); Hybride; USD 110 000 - 140 000; Plein temps

Résumé du poste

Eckceptional Search is seeking a Customer Experience Manager (SAP Concur / T&E Functional Consultant) to drive federal government and DoD projects from requirements through go-live and beyond. The role blends functional consulting with client engagement, agile delivery, and system configuration to deliver compliant, user-friendly T&E solutions.

You will lead sessions with government stakeholders, translate requirements into actionable specs, and coordinate testing and integration activities.

Qualifications

• Experience in end-to-end functional consulting for Travel & Expense (T&E) systems.
• Strong ability to engage government stakeholders and manage client expectations.
• Proven skills in requirements gathering, business process mapping, and system configuration.
• Hands-on Agile teamwork and collaboration with cross-functional teams.

Responsabilités

• Lead end-to-end functional consulting activities, including requirements gathering, design, configuration, testing, and integration coordination.
• Facilitate working sessions with government stakeholders, present strategic recommendations, and manage client expectations across project workstreams.
• Translate agency requirements into functional specifications and compliant T&E configurations (SAP Concur).
• Coordinate functional testing, integration workflows, defect resolution, and overall system QA.
• Provide post-go-live support, user experience optimization, and ongoing customer experience enhancements.
• Analyze operational data and develop visual insights to support project decisions.

Connaissances

Agile experience

Client engagement

Requirements gathering

Business process mapping

Outils

SAP Concur

Microsoft Excel

System integration concepts

Description du poste

Customer Experience Manager (SAP Concur / T&E Functional Consultant)

Location: Herndon, VA (Onsite 4 days/week if local) OR Remote

Position Type: Contract, FTE

Travel: 0%

Citizenship: Sole U.S. Citizenship Required

Clearance: Clearable to Federal Public Trust/MBI

Your expertise in Travel & Expense systems can help government agencies move from business requirements to practical, compliant solutions—and support their users through implementation and beyond.

As a Customer Experience Manager, you’ll combine functional consulting with client engagement, helping Federal Government and Department of Defense stakeholders shape processes, navigate implementation, and improve the experience after go-live. Working with an Agile team, you’ll connect agency needs with system configuration, testing, integration coordination, and ongoing support.

This opportunity gives you influence across the implementation lifecycle, direct engagement with government stakeholders, and the chance to see your recommendations translate into better day-to-day workflows.

Key Responsibilities

• Functional Consulting: Lead end-to-end functional consulting activities, including requirements gathering, business process design, system configuration, testing, and integration coordination.

• Client Engagement: Facilitate working sessions with government stakeholders, present strategic recommendations, and manage client expectations throughout project workstreams.

• Solution Architecture & Artifacts: Translate complex agency requirements into functional specifications, service design artifacts, and compliant T&E configurations.

• System Testing & Support: Coordinate functional testing, integration workflows, defect resolution, and overall system quality assurance.

• Post-Go-Live Support: Assist with system stabilization, user experience optimization, and ongoing customer experience enhancements.

• Data Visualization: Analyze operational data and develop visual insights to support project decisions and client deliverables.

Qualifications & Requirements

• U.S. Citizenship: Must be a U.S. Citizen solely.

• Federal Experience: Demonstrated background working with Federal Government or DoD clients.

• Domain Experience: Experience withTravel and Expense (T&E) systems is required; hands-on experience with SAP Concur is strongly preferred.

• Functional Consulting: Proven track record in system implementation, requirements gathering, and business process mapping.

• Hands-on experience working in Agile team environments.

Core Competencies & Tools:

• Technical Tools: High proficiency with Microsoft Excel and Microsoft Word.

• Communication: Exceptional verbal and written communication skills with experience presenting recommendations to large teams and client leaders.

• Systems Integration: Solid knowledge of integration concepts, service design principles, and process management.

Work Environment & Logistics

• Onsite Requirements: Candidates local to Herndon, VA are preferred and will be required to work onsite at least 4 days per week.

• Remote Flexibility: Full remote work is accepted for candidates outside the local Herndon, VA commuting area.