Customer Engagement Specialist

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

📋 Description

• Proactively engage with both current and potential MSS customers to foster relationships, comprehend their needs, and encourage the adoption of cybersecurity services.

• Perform outreach via virtual meetings, phone calls, emails, and occasional face-to-face visits.

• Educate clients about the MSS portfolio and assist in identifying appropriate cybersecurity solutions.

• Recognize service opportunities and coordinate follow-up actions with the Outreach Director and MSS teams.

• Sustain customer relationships through regular engagement and follow-ups.

• Represent the MSS program at conferences, government events, outreach sessions, and informational booths.

• Assist in outreach campaigns, webinars, customer information sessions, and engagement initiatives.

• Collaborate with technical and service delivery teams to address inquiries and connect customers with subject matter experts.

• Track and document engagement activities, opportunities, and follow-up actions utilizing CRM and reporting tools.

• Collect customer feedback and suggest enhancements to improve outreach effectiveness and customer experience.

• Coordinate marketing materials, service descriptions, presentations, and collateral with the Outreach Coordinator.

• Support the monitoring and reporting of engagement activities and contributions to MSS adoption and growth.

• Ensure that communications are consistent with DIR-approved outreach plans, program requirements, and communication guidelines.

⛳️ Requirements

• Bachelor’s degree and 10 years or more of relevant experience; additional pertinent experience may be taken into account in place of a degree, as per company policies.

• Proven experience in customer engagement, customer relationship management, outreach, account support, business development, or similar customer-facing positions.

• Excellent interpersonal, verbal, and written communication skills, capable of engaging government customers and varied stakeholders.

• Ability to forge professional relationships, comprehend customer needs, and articulate the value of services and solutions.

• Capacity to work independently in a remote setting, manage multiple customer engagements, and coordinate activities among internal teams.

• Proficiency in Microsoft Office applications and familiarity with CRM tools.

• Willingness and ability to travel within Texas for customer visits, conferences, and outreach events as needed.

• Must be a US Citizen.

• Must successfully pass a CJIS Criminal Justice background investigation and maintain required CJIS eligibility throughout employment.

• Experience with state and local government agencies, higher education institutions, or public-sector organizations is preferred.

• Familiarity with cybersecurity, managed security services, or IT service offerings is preferred.

• Experience in supporting outreach campaigns, webinars, conferences, trade shows, or government events is preferred.

• Experience utilizing CRM systems to track customer interactions and service opportunities is preferred.

• ITIL v4 Foundation certification or higher is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching contributions.

• Opportunities for professional development and continuous learning.

• Flexible work schedule and remote work options available.