Strategic Customer Experience Manager

5 days ago


Arlington, Virginia, United States SecuriGence LLC Full time

We are seeking a highly skilled Strategic Customer Experience Manager to join our team at SecuriGence LLC. This role is an excellent opportunity for someone looking to leverage their expertise in customer relations and technical support to drive business growth and success.

About the Role

The Strategic Customer Experience Manager will be responsible for providing strategic leadership and direction for the delivery of service desk support to our system end users. This includes managing all facets of customer relations, participating in the resolution of customer concerns, and defining and developing a customer contact strategy.

  • Develop and document process and procedural enhancements to continuously improve service delivery and customer satisfaction.
  • Analyze operational processes and escalation procedures to identify opportunities for improvement and value to customers.
  • Coordinate with stakeholders to provide timely and accurate answers to customer issues and escalations.
  • Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices.
Requirements

To be successful in this role, you will need:

  • 6 years' relevant experience managing teams.
  • Hands-on experience using ITSM, Microsoft Office products, Windows-based Operating Systems (OS), and windows technology.
  • Excellent communication skills.
  • Ability to multi-task.
Qualifications

You will need:

  • A Bachelor's degree in a related specialized area or equivalent.
  • DoD Top Secret Clearance.
  • IAM-1 certification.
About Us

SecuriGence LLC is an agile, Veteran-owned small business headquartered in the Washington, DC metropolitan region. We have been supporting the Department of Defense and other United States Civil agencies in Systems Engineering, Software Engineering, Software Development, Cyber Security, and Cloud/Virtualization Management since 2010.

Our estimated salary range for this position is $80,000 - $110,000 per year, depending on experience. We offer a competitive benefits package and opportunities for professional growth and development.



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