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Customer Engagement Manager
4 months ago
Who We Are
Sabel Systems Technology Solutions, LLC is a leading solution provider for innovative and agile Digital Engineering and Acquisition Technical Stack design, implementation, and support. We have projects across the DoD, Industry, and Academia. We operate in secure public clouds, on- premises clouds, and hybrid clouds. We provide you with large business opportunities and training within our small business agility and people first culture. You will be joining a dynamic and highly motivated team with one goal: "Get quality and secure solutions in the customers hands as soon as possible".
Who We Need
Sabel Systems is seeking a Customer Engagement Manager (CEM) for a large US Space Force engagement. The CEM works with Space Systems Command's Digital Engineering Environment known as "Spacestation" to facilitate rapid and effective onboarding/training of new users. This individual will need to regularly interface with customers to fulfill the responsibilities of a CEM while also serving as a direct report to the Engagement Manager. This position requires a proactive approach to technical problem-solving, effective communication skills, and the ability to contribute to the overall efficiency of the CEM team. In this role you will often be the first contact customers have with the company. A positive first impression is critical to long-term customer relationships. The position will be responsible for building relationships with customers and leaders at Space Force.
What You'll Do
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
Responsibilities:
Customer Engagement Manager
- Participate or lead Ask Me Anything (AMAs) for user community
- Provide end-users with rapid, multi-channel access to support resources.
- Quickly resolve most reported user deficiencies at time of "first contact."
- Conduct periodic user validations in accordance with Information System Security Manager (ISSM) guidance.
- Provide users with basic training on standard processes
- Transcribe incident requests into ServiceNow support tickets. IE: Password resets, log in issues, environment issues, etc.
- Answer basic questions on the Spacestation environment (such as how to onboard, what is currently offered, what Spacestation is).
- Develop operating procedures for customer engagement and account management activities.
- Ability to act as a bridge between the team and upper management.
- Develop relationships with end users and organizational leadership.
- Identify and document expansion opportunities and use cases the customer needs to grow the business.
- Generate and present metrics for review and reporting to the Engagement Manager.
Your Qualifications
Required
- Proficient customer relationship building and customer support.
- Ability to follow security protocols to protect sensitive data.
- Be a U.S. citizen and can obtain up to a Top Secret Clearance.
- Demonstrated ability to lead and inspire a team toward achieving common goals.
- Strong decision-making and problem-solving skills.
- Excellent interpersonal and communication skills.
- Travel up to 10%
Desired
- Digital engineering technology experience
- Experience building MS Office documents and briefings.
- Experience using Jira, Confluence or similar online collaboration solutions.
- Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +)
Equal Opportunity Employer including Disability and Veterans
