The Role
The Customer Engagement Manager oversees service levels, fosters customer relationships, and integrates user-centered design principles into service delivery, driving improvement and innovation in customer engagement.
Summary Generated by Built In
Customer Engagement Manager
Job ID: 25-6034
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro
Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.
What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.
What You’ll Do:
The Customer Engagement Manager is responsible for managing service levels, building customer relationships, and ensuring that user-centric design principles are integrated into service delivery. This role emphasizes proactive engagement with customers to understand requirements, assess satisfaction, and improve service performance while aligning with organizational and contractual goals.
Responsibilities will include but are not limited to:
Job ID: 25-6034
Clearance: Minimum Secret clearance with ability to obtain TS/SCI
Location: DC Metro
Who We Are:
Since our inception back in 2006, Navitas has grown to be an industry leader in the digital transformation space, and we’ve served as trusted advisors supporting our client base within the commercial, federal, and state and local markets.
What We Do:
At our very core, we’re a group of problem solvers providing our award-winning technology solutions to drive digital acceleration for our customers! With proven solutions, award-winning technologies, and a team of expert problem solvers, Navitas has consistently empowered customers to use technology as a competitive advantage and deliver cutting-edge transformative solutions.
What You’ll Do:
The Customer Engagement Manager is responsible for managing service levels, building customer relationships, and ensuring that user-centric design principles are integrated into service delivery. This role emphasizes proactive engagement with customers to understand requirements, assess satisfaction, and improve service performance while aligning with organizational and contractual goals.
Responsibilities will include but are not limited to:
- Manage and develop service levels in accordance with contract/Task Order (TO) requirements.
- Engage with customers to capture requirements, measure satisfaction, and ensure delivery aligns with expectations.
- Incorporate human-centered/user-centered design principles into service delivery and improvement efforts.
- Track, monitor, and report on service performance metrics.
- Collaborate with stakeholders to ensure compliance with RFQ requirements and to enhance customer-facing services.
- Drive innovation in service management, ensuring alignment with organizational goals and customer needs.
- Provide guidance and leadership in establishing new service levels as needed.
- Experience engaging customers to determine requirements as well as gauging customer satisfaction.
- Experience incorporating human-centered/user-centered design into programs of similar size and scope.
- ITIL Certification
- Demonstrated experience implementing and tracking performance of services and processes incorporating user-centered/human-centered design principles.
- Experience transitioning from single-variable metrics to customer-facing multi-dimensional metrics.
- Experience managing established service levels and developing new service levels on a contract with a large Government agency.
Top Skills
Itil Certification
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The Company
What We Do
Incorporated in 2006, Navitas Business Consulting Inc, is a Woman-Owned, Small Business (WOSB) with areas of expertise in Cloud Migration, Data & Insights, Artificial Intelligence, Threat Intelligence, Cybersecurity, Agile PMO & Advisory and Healthcare. Specializing in Federal, Commercial, and State & Local customers. We are proud to be recognized as the “Top Places to Work” by Washington Post from 2018-2022, and 2024!
