Customer Engagement Manager

About Falconwood, Inc:  

Falconwood, Inc. is a small, woman/veteran-owned business providing executive level consultants and programmatic support to Department of Defense Information Technology (IT) initiatives and programs.   We provide expert consultation on a diverse range of IT subjects focusing on acquisition strategy, project management, Information Assurance, and engineering.   We have an immediate opening for a Customer Engagement Manager to perform various tasks related to customer liaison and communications, as well as managing business policy operating procedures for the Naval Enterprise Network (NEN).  

Critical Competencies:  

Project Management, IT Operations Management, Contracts Management, Data Analysis 

The Customer Engagement Manager Will: 

• Support the NEN Program Office as a liaison to Department of Navy stakeholders, including Chief Information Officers (CIOs) and Customer Technical Representatives (CTRs) in support of their IT service requirements 

• Provide contract oversight to ensure that IT service requirements are met and that IT services are delivered in accordance with the contract(s) in place 

• Provide project management oversight for contractual obligations including but not limited to IT equipment refresh, new IT equipment delivery, IT infrastructure delivery, software and application support, and legacy transition projects 

• Support new and unpriced IT requirements from initiation to delivery, assisting in translating customer needs into actionable requirements  

• Address/Identify contract execution issues and potential deficiencies 

• Develop action plans to mitigate customer and vendor contract disputes 

• Promote customer satisfaction through efficient and effective communication and proactive management of issues impacting service delivery, and facilitate stakeholder engagements as needed

Required Qualifications: 

• Minimum SECRET clearance with Single Scope Background Investigation (SSBI) 

• 7+​ years of IT experience 

• Experience with Department of Navy (DON) IT environments, specifically NMCI 

• Experience with network transitions/migrations 

• Excellent public speaking and personal interaction skills 

• Proficiency in Microsoft Office applications, particularly Word, Excel and PowerPoint 

• Ability to work on a team, while keeping overall project goals on schedule 

• Ability to work independently with minimal or no oversight, and demonstrate exceptional written and oral communications skills 

• Exemplary customer/client management skills and techniques 

• Excellent organizational skills 

Desired: 

• CISSP certification 

• Security+ certification 

• Experience supporting Information Assurance activities 

• Familiarity with DON network architecture 

• Familiarity with NMCI service delivery functions 

• Familiarity with common NMCI processes and tools 

$118,000- $125,000