Customer Advocate

Job Title

Provide oversight, planning, execution, and management support to the Program Office and ensure the overall efficiency and effectiveness of end-to-end customer advocacy, technical and business processes

Lead operations of the customer service team, ensuring efficient and effective resolution of customer inquiries and issues.

Work as a customer advocate to guide external customers through processes and procedures to capture requirements, acquire services, and transition to IT services.

Lead joint forums, engagements, activities to inform and further program efforts

Collaborate with other departments to ensure consistent and cohesive customer experience across all touchpoints.

Coordinate services with multiple customers from various DoD and IC agencies.

Manage and update customer service tools such as service catalog, cost models, and service agreements as required.

Monitor customer service performance metrics, such as response times and customer satisfaction rates, to identify areas for improvement and implement strategies to enhance service quality.

Handle escalated customer complaints or issues that cannot be resolved by team members, ensuring a satisfactory resolution for both the customer and the company.

Develop and implement customer service policies and procedures to standardize and improve service delivery across the team.

Analyze customer feedback and survey data to identify trends and insights that can inform business decisions and strategies.

Provide requirements management support.

Facilitate process improvement activities to provide an unmatched customer experience

Organize and lead team meetings and training sessions to foster a positive work environment, encourage team collaboration, and share updates on company policies and customer service best practices.

Assist the Program Office and team as required.

Works with the most senior members of the client organization to ensure that overall program and project direction, strategy and expectations are met

Possesses an understanding of CIO mission and the impact of managerial practices

Perform data collection and interview senior staff

Facilitate discussions and analysis to inform the decision process

Offers expertise in the form of knowledge, specialty skills, experience, or creativity

Provides guidance on almost every aspect of CIO's strategic objectives and goals as they relate to the CIO mission

Have a firm understanding of IC and DOD Risk Management Frameworks, continuous monitoring, risk scoring, and risk management experience

Act as a high-level designer, defining the framework of core design features and functions of the program objective to be implemented.

SME in one or more of the following specialties: cloud and systems architectures, security architecture, cloud applications and storage, high performance computing, and software development.

Salary Range: $135k - $155k