Agency Customer Engagement Manager

Job Description
Genesis Consulting is seeking a Customer Relationship Manager with expertise in account management and agency coordination transitioning to the new ETSNext system. As the Customer Relationship Manager for the GSA ETSNext project, you will drive the strategic vision and implementation of a transformative travel and expense management system for federal agencies. This role demands a comprehensive understanding of travel and expense (T&E) software implementations and integrations, focusing on aligning system capabilities with agency-specific requirements. The successful candidate will act as a strategic partner, ensuring that the ETSNext system is effectively adopted and utilized across different federal agencies.


Duties, Responsibilities, & Skills:

Duties and responsibilities include but may not be limited to:
• Support the implementation of the ETSNext T&E solution across various agencies, ensuring compatibility with federal financial management systems and adherence to operational policies.
• Maintain a strategic partnership with agency clients by engaging in detailed discussions to identify and address high-level system issues.
• Serve as a technical authority to validate claims regarding system capabilities and monitor service delivery against contractual standards.
• Facilitate communication between agencies and managed service provider to ensure that system integrations meet functional and regulatory requirements.
• Actively engage in knowledge sharing about system updates, new features, and industry best practices in T&E management.
• Support technical assessments to verify the configuration and customization of the T&E system according to FIBF standards and specific agency needs.
• Provide continuous training and support to agency teams to enhance their operational efficiency with the ETSNext system.

Knowledge and Skills:
• Exceptional account management skills, highly capable of fostering relationships and managing strategic visions and interactions with agency stakeholders.
• Effective communication skills for handling critical information exchanges and resolving system-wide issues in a strategic manner.
• Expert project management skills. Adept at using common project management schedule software and tracking tools for logging and reporting status on issues, actions, and risks.
• Analytical ability to process and apply new project management information in a way that is meaningful and actionable for stakeholders and collaborators.
• Comfortable with waterfall and agile management methods with routine task elaboration and re-prioritization based on new information, and adapting plans to meet project deadlines.
• In-depth knowledge of T&E system configurations, inputs, and integrations, particularly in the context of the federal government.
• Proficient in financial and HR system integrations pertinent to T&E management, focusing on user impact and experience.
• Analytical ability to process and apply new information in a way that is meaningful and actionable for users.

Requirements
• Minimum of seven (7) years' experience in duties associated with T&E solutions
• Strong account management and leadership capabilities
• Experience working with Federal Agencies in multi-vendor, scaled Agile environments
• (Preferred) Knowledge of Federal Travel & Expense regulations and policies
• Cloud-Based SaaS Platform: Experience in centralized cloud configuration and management, meeting scalability and flexibility needs for multiple federal agencies.
• (Preferred) Platform Components: Familiarity with tools and functionality such as:

o SAP Concur SaaS for travel and expense

o Cornerstone for data and reporting and mid-office ticket functionality

o MuleSoft API Gateway for integration

o Groupize for Surge Blanket Travel

o Everbridge for Duty of Care

o WalkMe for digital adoption and user guidance

Minimum Education:
• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or another related field.

Required Certifications:
• None required; SAFe or Agile preferred

Other:
• Must be a US Citizen
• Must be able to obtain a Public Trust Clearance
• Must have a clean record and pass Criminal Background Check