Customer Engagement Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver swift, multi-channel access to support resources for end-users.

• Efficiently address most user issues during the initial contact.

• Perform regular user validations in line with ISSM directives.

• Offer basic training to users regarding standard procedures.

• Convert incident requests into Helpdesk tickets, covering password resets, login challenges, and environmental issues.

• Respond to fundamental inquiries about the Spacestation environment, including onboarding processes, available services, and its objectives.

• Create operational procedures for customer engagement and account management tasks.

• Serve as a liaison between the team and upper management.

• Cultivate relationships with both end users and organizational leaders.

• Recognize and document opportunities for expansion and customer use cases.

• Generate and present metrics for evaluation and reporting to the Sabel Manager.

• Engage in or facilitate Ask Me Anything sessions for the user community.

⛳️ Requirements

• Exceptional interpersonal and communication abilities.

• Skilled in building customer relationships and providing technical support.

• Capable of adhering to security protocols to safeguard sensitive information.

• Must be a U.S. citizen with the capacity to obtain an Interim Secret Clearance before employment.

• Proven track record of leading and motivating a team toward shared objectives.

• Strong decision-making and problem-solving capabilities.

• Willingness to travel up to 10%.

• Preferred: Certification meeting DoDi 8570 IAT Level 2 or higher (e.g., Security +).

• Preferred: Experience in digital engineering technologies.

• Preferred: Proficiency in creating MS Office documents and presentations.

• Preferred: Familiarity with Jira, Confluence, or other similar online collaboration tools.

🏝️ Benefits

• Healthcare coverage.

• Financial support in case of illness, injury, disability, job loss, or death.

• Health savings accounts.

• Retirement plan options.

• Paid time off.

• Paid holidays.

• Reimbursement for education and training programs.

• Fully remote work opportunities.

• Up to 10% travel.