Customer Engagement Manager

Sabel Systems designs and delivers digital engineering ecosystems for Department of Defense programs, connecting data, systems, and personnel within secure, scalable environments. The Customer Engagement Manager provides user support and training, manages customer relationships and account activities, develops operating procedures, identifies expansion opportunities, and reports engagement metrics.

Responsibilities:

• Provide end-users with rapid, multi-channel access to support resources
• Quickly resolve most reported user deficiencies at time of "first contact."
• Conduct periodic user validations in accordance with Information System Security Manager (ISSM) guidance
• Provide users with basic training on standard processes
• Transcribe incident requests into Helpdesk tickets. IE: Password resets, log in issues, environment issues, etc
• Answer basic questions on the Spacestation environment (such as how to onboard, what is currently offered, what Spacestation is)
• Develop operating procedures for customer engagement and account management activities
• Ability to act as a bridge between the team and upper management
• Develop relationships with end users and organizational leadership
• Identify and document expansion opportunities and use cases the customer needs to grow the business
• Generate and present metrics for review and reporting to the Sabel Manager
• Participate or lead Ask Me Anything (AMAs) for user community

Requirements:

• Excellent interpersonal and communication skills
• Proficient in customer relationship building and technical support
• Ability to follow security protocols to protect sensitive data
• Be a U.S. citizen with the ability to achieve an Interim Secret Clearance prior to hiring
• Demonstrated ability to lead and inspire a team toward achieving common goals
• Strong decision-making and problem-solving skills
• Travel up to 10%
• Certified to meet DoDi 8570 IAT Level 2 certification or above (e.g., Security +)
• Digital engineering technology experience
• Experience building MS Office documents and briefings
• Experience using Jira, Confluence, or similar online collaboration solutions