ASRC Federal is seeking a Customer Engagement/ ACM Team Lead to support our ICAM contract with the Department of Homeland Security. The successful candidate will have extensive customer service experience supporting Government contracts. We are seeking an engaged, self-starter who can work independently in supporting the goals and focus of the leadership team. Overview: The Customer Engagement Manager/ ACM Team Lead will have three primary areas of focus: Focused service delivery and communicati... more details
ASRC Federal is seeking a Customer Engagement/ACM Team Lead to support our ICAM contract with the Department of Homeland Security. The successful candidate will have extensive customer service experience supporting Government contracts. We are seeking an engaged, self-starter who can work independently in supporting the goals and focus of the leadership team.
Overview:
The Customer Engagement Manager/ACM Team Lead will have three primary areas of focus:
Focused service delivery and communication with the internal customer
Support for continuous process improvement in service delivery to external customers to include conducting feedback surveys and compiling results for recommended next actions
ACM Team Leadership. Support the ACM Team by providing a weekly project status in our meeting with the customer. Identify any blockers and issues that arise and evaluate courses of actions, providing recommended solutions.
Responsibilities:
learns customer engagement role and key stakeholders to facilitate improvements in service delivery
prepares and briefs the ACM slide as part of the program's weekly meeting
captures, communicates, and brings forth recommendations from customer surveys and feedback
leads projects and ensures work is completed on-time and according to the approved schedule notifying leadership when there are issues or blockers
supports program leadership with ad-hoc requests for support
cross-trains to provide backup support to the program management responsibilities to include reporting, time tracking, and meeting attendance
Work arrangement: Remote
Clearance: US Citizenship with ability to obtain a DHS EOD Suitability
10 years of demonstrated expertise in customer service and technical project management
Ability to work independently, think strategically and focus on the customer are critical
Executive presence; excellent interpersonal and relationship building skills; proven influencing skills
Excellent oral and written communication skills
Team leadership experience
Education/Experience
Bachelor's Degree from an accredited college or university
Minimum of 10+ years of demonstrated experience providing expertise and support for complex IT projects
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