Customer Engagement Manager at Falconwood, Inc.
United States
$118k - $125k
<h2>Overview</h2> <p><strong>About Falconwood, Inc: </strong> </p> <p>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 <strong>Customer Engagement Manager</strong> to perform various tasks related to customer liaison and communications, as well as managing business policy operating procedures for the Naval Enterprise Network (NEN). </p> <h2>Responsibilities</h2> <p><strong>Critical Competencies:</strong> </p> <p> </p> <p>Project Management, IT Operations Management, Contracts Management, Data Analysis </p> <p> </p> <p><strong>The Customer Engagement Manager Will:</strong> </p> <ul> <li>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 </li> </ul> <ul> <li>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 </li> </ul> <ul> <li>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 </li> </ul> <ul> <li>Support new and unpriced IT requirements from initiation to delivery, assisting in translating customer needs into actionable requirements </li> </ul> <ul> <li>Address/Identify contract execution issues and potential deficiencies </li> </ul> <ul> <li>Develop action plans to mitigate customer and vendor contract disputes </li> </ul> <ul> <li>Promote customer satisfaction through efficient and effective communication and proactive management of issues impacting service delivery, and facilitate stakeholder engagements as needed</li> </ul> <h2>Qualifications</h2> <p><strong>Required Qualifications:</strong> </p> <ul> <li>Minimum SECRET clearance with Single Scope Background Investigation (SSBI) </li> </ul> <ul> <li>7+ years of IT experience </li> </ul> <ul> <li>Experience with Department of Navy (DON) IT environments, specifically NMCI </li> </ul> <ul> <li>Experience with network transitions/migrations </li> </ul> <ul> <li>Excellent public speaking and personal interaction skills </li> </ul> <ul> <li>Proficiency in Microsoft Office applications, particularly Word, Excel and PowerPoint </li> </ul> <ul> <li>Ability to work on a team, while keeping overall project goals on schedule </li> </ul> <ul> <li>Ability to work independently with minimal or no oversight, and demonstrate exceptional written and oral communications skills </li> </ul> <ul> <li>Exemplary customer/client management skills and techniques </li> </ul> <ul> <li>Excellent organizational skills </li> </ul> <p><strong>Desired:</strong> </p> <ul> <li>CISSP certification </li> </ul> <ul> <li>Security+ certification </li> </ul> <ul> <li>Experience supporting Information Assurance activities </li> </ul> <ul> <li>Familiarity with DON network architecture </li> </ul> <ul> <li>Familiarity with NMCI service delivery functions </li> </ul> <ul> <li>Familiarity with common NMCI processes and tools </li> </ul> <h2>Pay Range</h2> <p>$118,000- $125,000</p>
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