Customer Engagement Manager/ACM Team Lead

4 weeks ago

Reston, Virginia, United States ASRC Federal Holding Company Full time

ASRC Federal is seeking a Customer Engagement/ACM Team Lead to support our ICAM contract with the Department of Homeland Security. The successful candidate will have extensive customer service experience supporting Government contracts. We are seeking an engaged, self-starter who can work independently in supporting the goals and focus of the leadership team.

Overview:

The Customer Engagement Manager/ACM Team Lead will have three primary areas of focus:

  • Focused service delivery and communication with the internal customer
  • Support for continuous process improvement in service delivery to external customers to include conducting feedback surveys and compiling results for recommended next actions
  • ACM Team Leadership. Support the ACM Team by providing a weekly project status in our meeting with the customer. Identify any blockers and issues that arise and evaluate courses of actions, providing recommended solutions.

Responsibilities:

  • learns customer engagement role and key stakeholders to facilitate improvements in service delivery
  • prepares and briefs the ACM slide as part of the program's weekly meeting
  • captures, communicates, and brings forth recommendations from customer surveys and feedback
  • leads projects and ensures work is completed on-time and according to the approved schedule notifying leadership when there are issues or blockers
  • supports program leadership with ad-hoc requests for support
  • cross-trains to provide backup support to the program management responsibilities to include reporting, time tracking, and meeting attendance

Work arrangement: Remote

Clearance : US Citizenship with ability to obtain a DHS EOD Suitability

Requirements :

  • 10 years of demonstrated expertise in customer service and technical project management
  • Ability to work independently, think strategically and focus on the customer are critical
  • Executive presence; excellent interpersonal and relationship building skills; proven influencing skills
  • Excellent oral and written communication skills
  • Team leadership experience

Education/Experience

  • Bachelor's Degree from an accredited college or university
  • Minimum of 10+ years of demonstrated experience providing expertise and support for complex IT projects
  • PMP certification, preferred

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.


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