Customer Engagement Manager

About the role

Join our growing team supporting customer missions as a Customer Engagement Manager in Herndon, Virginia. You will deliver engaging product training sessions and onboarding programs, conduct product demonstrations, serve as the first point of contact for tier 1 customer support inquiries, build and maintain strong relationships with government clients, and develop and maintain training materials.

Responsibilities

• Deliver engaging product training sessions and onboarding programs for end users and stakeholders
• Conduct product demonstrations for new and existing customers, clearly articulating features, functionality, and value
• Serve as the first point of contact for tier 1 customer support inquiries, troubleshooting issues and escalating as appropriate
• Build and maintain strong relationships with government clients to drive adoption, satisfaction, and retention
• Document and track support tickets, training activities, and customer interactions using CRM or ticketing systems
• Develop and maintain training materials, user guides, FAQs, and other customer-facing documentation
• Collaborate with internal teams including product, engineering, and program management to communicate customer feedback and resolve issues

Requirements

• 2+ years of experience in a customer success, training, or technical support role
• Strong verbal and written communication skills with the ability to present to diverse audiences
• Experience delivering software training or product demonstrations, preferably in a government or enterprise environment
• Ability to troubleshoot and resolve basic technical issues in a professional and timely manner
• Proficiency with Microsoft Office Suite and familiarity with CRM or helpdesk platforms
• Strong organizational skills and attention to detail
• Able to manage multiple priorities in a deadline-driven environment
• Familiarity with SaaS platforms or web-based enterprise software
• Experience creating training content using tools such as PowerPoint, SharePoint, or an LMS

Qualifications

• Bachelor's degree in Communications, Business, Information Technology, or a related field

Skills

• Familiarity with SaaS platforms or web-based enterprise software
• Experience creating training content using tools such as PowerPoint, SharePoint, or an LMS

Benefits

• Health/Dental/Vision
• 401(k)
• Paid Time Off
• STD/LTD/Life Insurance/Voluntary Life Insurance
• Stipends
• Referral Bonuses

Pay

The expected salary range within the Washington, DC metropolitan area is $125,000 - 150,000. Final compensation is unique to each individual and will be determined based on factors such as experience, education, geographic location, and contractual requirements.

Schedule

N/A