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