Senior Customer Engagement Manager

🔥 0 minutes ago

⚔️ Virginia, Washington – Remote

⚔️ Virginia – Remote ☕ Washington – Remote

💵 $98k - $163k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Guidehouse

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2018

💰 Grant on 2023-02

Consulting • Digital Services • Public Sector

Guidehouse is a global consultancy offering advisory, digital, and managed services across commercial and public sectors. It is purpose-built to support industries such as national security, financial services, healthcare, energy, and infrastructure. Guidehouse collaborates with leaders to navigate complexity and drives transformational changes that impact the future. Their expertise spans data analytics, digital technologies, risk management, and more, with a strong emphasis on sustainability and innovation.

📋 Description

• The Customer Engagement Manager operates as the lead point of contact for the implementation of government-wide travel system implementation. • Guides customer agency transition planning meetings, tracks issues and resolutions, and coordinates responses to agency issues with the solution management team. • Advocates for the timely and successful delivery of the travel solution according to customer needs and objectives. • Develops, coordinates, and leverages internal and external relationships with customers (other federal agencies) in support of Travel Shared Services, the customer to achieve agencies' service objectives. • Develops and maintains a strategic organizational relationship with other federal agencies at the national level and serves as an internal national expert on the customer's mission, strategic direction, and workplace needs. • Promotes a customer focused approach designed to integrate customer requirements into the travel service model. • Presents an integrated view of the customer to vendors and travel business lines to provide context for the customer's travel & expense needs, and serves as advisor to the Office of Travel, Employee Relocation and Transportation leadership regarding customer strategy, history, and relationships. • Manages customer expectations and ensures that the customer has a clear understanding of joint responsibilities. • Develops account plan goals, strategies, and activities - collaborates across stakeholder groups (other federal agencies) to develop, update and execute account plans, including identifying account goals, strategies, opportunities and activities to meet customer travel and expense needs.

🎯 Requirements

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse • Minimum of Three (3+) years of work experience • Bachelors Degree from an accredited University OR in lieu of a bachelor's degree: seven (7) years of experience of which a minimum of five (5) years must be in a relevant subject area • Proficiency in travel concepts and practices: Expertise in travel and expense services within the federal government, including customer satisfaction drivers • Account management skills: Proficiency in strategic account management methods, processes, and metrics, and customer service standards • Analytical skills: Ability to apply qualitative and quantitative methods for assessing and improving strategic customer relationships • Project management skills: Adept at using project management schedule software and tracking tools for logging and reporting status on issues, actions, and risks • Communication skills: Exceptional oral and written communication skills for articulating positions and policies, presenting recommendations, and creating detailed reports • Relationship-building skills: Ability to develop and maintain positive relationships at various tactical and strategic levels within business line customers and across customer agency stakeholders • Conflict management skills: Skill in managing conflict by anticipating and resolving disagreements in a constructive manner • Persuasion skills: Ability to persuade others to take specific actions or make decisions, building consensus and facilitating "win-win" situations • Problem-solving skills: Skill in gathering information, consulting with customers and stakeholders, and exercising analytical thinking to solve key business challenges • Exceptional oral communication skill for articulating positions and/or policy of vast technical complexity to facilitate cooperation from management at all levels, presenting sensitive recommendations to higher level officials, and for obtaining compliance with policies.

🏖️ Benefits

• Medical, Rx, Dental & Vision Insurance • Personal and Family Sick Time & Company Paid Holidays • Position may be eligible for a discretionary variable incentive bonus • Parental Leave and Adoption Assistance • 401(k) Retirement Plan • Basic Life & Supplemental Life • Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts • Short-Term & Long-Term Disability • Student Loan PayDown • Tuition Reimbursement, Personal Development & Learning Opportunities • Skills Development & Certifications • Employee Referral Program • Corporate Sponsored Events & Community Outreach • Emergency Back-Up Childcare Program • Mobility Stipend