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Client Engagement Manager

2 months ago

Bloomington, Illinois, United States Easy Dynamics Full time

We are looking for a Client Engagement Manager to build positive relationships with federal agency clients and other stakeholder. You'll be the assigned clients' first point of contact, onboarding new users to our Identity, Credential & Access Management (ICAM) solutions, driving customer satisfaction and continuously improving our processes.

To succeed in this role, you'll need to communicate well and multi-task under tight deadlines. Experience with operating in political and multi-stakeholder environments is an asset in this position. If you're a team player and a problem-solver, we'd like to meet you.

Responsibilities:

  • Engage with client stakeholders - application owners, security officers, business owners and others – on their target state capabilities and how ICAM solutions can help with that
  • Drive the intake management process for those stakeholders, making sure application migration and other technical improvements run smooth and predictable
  • Create and improve intake management processes and artifacts, including application owner questionnaires, business cases, security documentation, demos and roadmaps
  • Foster positive relationships with our customers as their primary point of contact, and deliver continuous program performance feedback to internal and external stakeholders
  • Manage a technical team consisting of (Microsoft Azure Active Directory) engineers, integration testers and service desk specialists
  • Address customer issues with speed and efficiency
  • Prepare reports, dashboards and other artifacts on program performance
  • Set goals and plan quarterly assessments to find areas for improvement in customer engagement
  • Handle any inquiries from clients and direct them to the proper resource for additional in-depth information.
  • Offer suggestions and direction on how to enhance client engagement and create enduring partnerships.
  • Ability to build and run user surveys
  • Develop user communications changes and new upcoming features
  • Organize user training for new products eg. SailPoint

Qualifications:

  • Outstanding level of organization and attention to detail is required, effectively serve multiple internal and external stakeholders at the same time, ensuring all meet their objectives.
  • Proven experience as an Engagement Manager, including managing a team of 5 to 10 people
  • Project management experience
  • Background in sales and/or customer service is a plus
  • Proficient in MS Office and Agile project management software
  • Strong customer-oriented approach
  • Excellent verbal and written communication abilities
  • Problem-solving aptitude
  • US citizenship required