Customer Engagement Manager

Overview
About Falconwood, Inc:

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 Qualifications:
- 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 techniques

- Excellent 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
$118,000- $125,000

Originally posted on Himalayas