Customer Engagement Lead

2 weeks ago

Washington, Washington, D.C., United States Technical Assent Full time
Job OverviewPosition Summary

As a pivotal member of our team, you will harness the influence of outstanding service experiences to shape customer behavior. Your expertise in delivering superior services, both front-facing and operational, will be crucial in advancing our clients' primary objectives. The challenges you will encounter are often intricate and multifaceted, requiring deep analysis and insight, particularly in high-stakes environments with significant leadership engagement.

Project Insights

Our organization is dedicated to gaining a comprehensive understanding of customer perspectives and enhancing their journey through initiatives informed by their feedback. We strive to cultivate a workforce that embodies exceptional customer experience standards, actively identifying and implementing projects that elevate both customer experience (CX) and employee experience (EX), while fostering a culture of collaboration and innovation centered around human needs. Technical Assent will offer strategic guidance and support to navigate customer experience hurdles within governmental entities and programs.

Key Responsibilities

In this role, you will:

  • Establish the overarching strategy for the project.
  • Lead and oversee a team of 4-6 professionals.
  • Serve as the primary point of contact for clients, managing relationships and providing updates to key stakeholders.
  • Develop and execute a comprehensive project implementation plan, guiding the team towards achieving significant milestones.
  • Create detailed status reports for leadership, outlining project progress, assessing risks, and formulating mitigation strategies in collaboration with the Program Manager.
  • Facilitate service design and research initiatives, including leading interviews and focus groups.
  • Oversee the production of project-specific deliverables, ensuring quality control and team contributions.
  • Embrace a collaborative mindset, fostering teamwork and learning among colleagues.
  • Independently manage your time to fulfill assigned tasks and contribute to the broader client engagement.
  • Exhibit strong critical thinking skills, maintaining a focus on delivery while keeping the bigger picture in mind.
  • Align project objectives with client business and mission goals.
Candidate Capabilities

The ideal candidate will possess the ability to:

  • Independently create and manage a project plan.
  • Oversee the development of client-ready deliverables from inception to presentation.
  • Guide team members towards timely completion of project activities.
  • Monitor and report on project financials effectively.
  • Coordinate and supervise the progress of project tasks.
  • Collaborate in a team setting, valuing diverse ideas to produce comprehensive solutions.
  • Lead effective team and client meetings.
  • Adapt flexibly as project scopes evolve.
  • Communicate clearly and concisely, both verbally and in writing.

Additionally, candidates should have experience in:

  • Consulting with clients.
  • Engaging with executive leadership through presentations and communications.
  • Synthesizing data and adapting strategies to achieve results.
Consultant Responsibilities
  • Lead projects that drive client outcomes.
  • Manage work-streams within complex projects.
  • Build and maintain trusted relationships with clients, ensuring high-quality deliverables.
  • Guide teams in planning timelines and allocating resources effectively.
  • Mentor team members in developing their skills and expertise.
  • Engage in continuous learning within core areas of expertise.
  • Apply and mentor others in Technical Assent's consulting methodologies.
  • Share knowledge through writing and speaking engagements.
  • Enhance organizational capabilities by developing reusable process assets.
  • Support business development by identifying customer needs and opportunities.
  • Contribute to the business development lifecycle through capture tasks and proposal leadership.
  • Maintain a professional demeanor aligned with Technical Assent's core values.
Travel Requirements

This position allows for remote work with occasional travel anticipated (

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