Senior Customer Engagement Manager

This is a fully remote position, open to applicants in Virginia, +1 more state.

📋 Description

• The Customer Engagement Manager serves as the primary point of contact for the implementation of a government-wide travel system.

• Facilitates transition planning meetings with customer agencies, monitors issues and resolutions, and coordinates responses to agency concerns with the solution management team.

• Champions the timely and effective delivery of the travel solution in alignment with customer requirements and objectives.

• Establishes, coordinates, and leverages internal and external relationships with customers (other federal agencies) to support Travel Shared Services and assist the customer in achieving their service objectives.

• Develops and sustains a strategic organizational relationship with other federal agencies at the national level while acting as an internal national expert on the customer's mission, strategic direction, and workplace needs.

• Advocates for a customer-centric approach that integrates customer requirements into the travel service model.

• Provides a comprehensive view of the customer to vendors and travel business lines, offering context for the customer's travel and expense needs, and advises the Office of Travel, Employee Relocation, and Transportation leadership on customer strategy, history, and relationships.

• Manages customer expectations, ensuring clarity regarding joint responsibilities.

• Develops account plan goals, strategies, and activities; collaborates with stakeholder groups (other federal agencies) to create, update, and implement account plans, including identifying goals, strategies, opportunities, and activities to fulfill customer travel and expense needs.

⛳️ Requirements

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must secure approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse.

• Minimum of three (3+) years of relevant work experience.

• Bachelor's Degree from an accredited institution OR, in lieu of a bachelor's degree, seven (7) years of experience, with a minimum of five (5) years in a relevant subject area.

• Proficient in travel concepts and practices: Expertise in travel and expense services within the federal government, including factors that drive customer satisfaction.

• Strong account management skills: Proficient in strategic account management methods, processes, metrics, and customer service standards.

• Analytical abilities: Capable of applying qualitative and quantitative methods to assess and enhance strategic customer relationships.

• Project management capabilities: Skilled in utilizing project management scheduling software and tracking tools for logging and reporting on issues, actions, and risks.

• Excellent communication skills: Exceptional oral and written communication abilities for articulating positions and policies, presenting recommendations, and creating comprehensive reports.

• Relationship-building expertise: Ability to foster and maintain positive relationships across various tactical and strategic levels within business line customers and among customer agency stakeholders.

• Conflict management proficiency: Skilled in managing conflicts by proactively addressing and resolving disagreements constructively.

• Persuasion abilities: Capable of convincing others to undertake specific actions or make decisions, building consensus and facilitating "win-win" outcomes.

• Problem-solving skills: Proficient in gathering information, consulting with customers and stakeholders, and employing analytical thinking to address key business challenges.

• Exceptional oral communication skills for articulating complex technical positions and/or policies to encourage cooperation from management at all levels, presenting sensitive recommendations to higher-level officials, and ensuring 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 Insurance

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability Insurance

• Student Loan PayDown Program

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

• Mobility Stipend