Customer Engagement Specialist
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Job Description
Customer Engagement Specialist promoting SAIC’s managed cybersecurity services to Texas government customers. Building relationships, coordinating outreach, and driving service adoption through virtual and in-person events.
Responsibilities:
- Proactively engage existing and prospective MSS customers to build relationships, understand needs, and promote cybersecurity service adoption
- Conduct outreach through virtual meetings, phone, email, and occasional in-person visits
- Educate customers on the MSS portfolio and help identify suitable cybersecurity solutions
- Identify service opportunities and coordinate follow-up with the Outreach Director and MSS teams
- Maintain customer relationships through periodic engagement and follow-ups
- Represent the MSS program at conferences, government events, outreach sessions, and informational booths
- Support 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 using CRM and reporting tools
- Gather customer feedback and recommend improvements to outreach effectiveness and customer experience
- Coordinate marketing materials, service descriptions, presentations, and collateral with the Outreach Coordinator
- Support monitoring and reporting of engagement activities and contributions to MSS adoption and growth
- Ensure communications align with DIR-approved outreach plans, program requirements, and communication guidelines
Requirements:
- Bachelor's degree and 10 years or more of related experience; additional relevant experience may be considered in lieu of a degree, subject to company requirements
- Experience in customer engagement, customer relationship management, outreach, account support, business development, or related customer-facing roles
- Strong interpersonal, verbal, and written communication skills, with ability to engage government customers and diverse stakeholders
- Ability to build professional relationships, understand customer needs, and communicate the value of services and solutions
- Ability to work independently in a remote environment, manage multiple customer engagements, and coordinate activities across internal teams
- Proficiency with Microsoft Office applications and familiarity with CRM tools
- Willingness and ability to travel within Texas for customer visits, conferences, and outreach events as required
- Must be a US Citizen
- Must 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 preferred
- Familiarity with cybersecurity, managed security services, or IT service offerings preferred
- Experience supporting outreach campaigns, webinars, conferences, trade shows, or government events preferred
- Experience using CRM systems to track customer interactions and service opportunities preferred
- ITIL v4 Foundation certification or greater preferred
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