Customer Engagement Manager
Guidehouse
full-time
Posted on:
Location Type: Office
Location: Arlington • Virginia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $113,000 - $188,000 per year
Job Level
Mid-LevelSenior
About the role
- The Customer Engagement Manager operates as the lead point of contact for the implementation of government-wide travel system implementation.
- This role involves guiding customer agency transition planning meetings, tracking issues and resolutions, and coordinating 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.
- Remains informed and current regarding travel products, services, and expertise, in order to identify opportunities where expertise can support customer business needs.
- Works with subject matter expert team to develop innovative, cost effective, and sustainable travel solutions to meet customer needs, connecting demand with supply.
- Implements, measures and monitors account strategies and business opportunities.
- 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 and to communicate service benchmarks and share best practices.
Requirements
- Minimum of FIVE (5+) years of work experience and a bachelors degree from an accredited University
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
travel conceptsexpense servicesstrategic account managementanalytical methodsproject managementqualitative methodsquantitative methodscustomer satisfaction driversaccount plan developmentcost effective solutions
Soft skills
communication skillsrelationship-buildingconflict managementpersuasionproblem-solvinganalytical thinkingcollaborationcustomer servicestakeholder engagementstrategic thinking