DHS Customer Service Expert

5 days ago


Herndon, Virginia, United States ManTech Full time

About ManTech International

At ManTech, we're passionate about empowering innovation for a safer world. Our team of experts in AI, data analytics, cloud migration, DevSecOps, and more deliver cutting-edge solutions that help protect national security while driving business growth.

We're committed to making a difference in the lives of our employees, customers, and the communities we serve.

Job Overview

The DHS Customer Service Expert will play a critical role in ensuring the success of our customers by delivering exceptional service and support. This role requires a highly skilled and dedicated individual with experience in customer service management, preferably in a network security operations environment.

About the Position

  • This is a full-time opportunity that involves working collaboratively in a fast-paced and dynamic team environment to achieve customer satisfaction and loyalty.
  • The successful candidate will be responsible for designing, developing, and continuously improving all levels of customer outreach in collaboration with DHS OCIO.
  • You will work closely with other DHS Components and stakeholders to share recommended mitigations and address potential impact.
  • This role also involves providing recommendations, detection tools, and access to custom dashboards.
  • You will be required to follow up with customers at defined intervals to ensure clarity of communication, identify and coordinate resolution of roadblocks, and facilitate tracking and remediation.

Key Responsibilities

  • Design, develop, and continuously improve all levels of customer outreach in collaboration with DHS OCIO.
  • Collaborate with customers and NOSC NCCS team members to capture customer requirements and facilitate successful implementation for successful mission accomplishment.
  • Lead and mentor other Customer Success Managers and other team members.
  • Deliver timely and transparent communication to stakeholders, ensuring a best-in-class service entity.
  • Support capability delivery and improvement activities.

Requirements

  • A bachelor's degree in a relevant field of study -OR- equivalent experience.
  • A minimum of (8) eight years of experience.
  • Proven experience in customer service management, preferably in a network security operations environment.
  • Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
  • Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
  • Excellent problem-solving and decision-making abilities.
  • Knowledge of network and security operations and industry best practices.
  • Ability to work collaboratively in a fast-paced and dynamic team environment.

Salary Range

$115,000 - $155,000 per year, depending on experience.



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