DHS Customer Service Expert
5 days ago
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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