Apply on Employer Site

Navitas Business Consulting, Inc. · 3 months ago

25-6034: Customer Engagement Manager - DC Metro

Washington, DC

Full-time

Onsite

Mid, Senior Level

Navitas Business Consulting, Inc. is an industry leader in digital transformation, serving clients across commercial, federal, and state markets. The Customer Engagement Manager will manage service levels and build customer relationships while ensuring user-centric design principles are integrated into service delivery.

Computer Software

Culture & Values

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Manage and develop service levels in accordance with contract/Task Order (TO) requirements

Engage with customers to capture requirements, measure satisfaction, and ensure delivery aligns with expectations

Incorporate human-centered/user-centered design principles into service delivery and improvement efforts

Track, monitor, and report on service performance metrics

Collaborate with stakeholders to ensure compliance with RFQ requirements and to enhance customer-facing services

Drive innovation in service management, ensuring alignment with organizational goals and customer needs

Provide guidance and leadership in establishing new service levels as needed

Qualification

Customer engagementHuman-centered designITIL CertificationService level managementPerformance tracking

Required

Minimum Secret clearance with ability to obtain TS/SCI

Experience engaging customers to determine requirements as well as gauging customer satisfaction

Experience incorporating human-centered/user-centered design into programs of similar size and scope

ITIL Certification

Preferred

Demonstrated experience implementing and tracking performance of services and processes incorporating user-centered/human-centered design principles

Experience transitioning from single-variable metrics to customer-facing multi-dimensional metrics

Experience managing established service levels and developing new service levels on a contract with a large Government agency

Company

Navitas Business Consulting, Inc.

Incorporated in 2006, Navitas Business Consulting Inc, is a Woman-Owned, Small Business (WOSB) with areas of expertise in Cloud Migration, Data & Insights, Artificial Intelligence, Threat Intelligence, Cybersecurity, Agile PMO & Advisory and Healthcare.

Founded in 2006