Customer Engagement Specialist

Location: Remote (GA, US) | Schedule: Full-time, Day shift | Travel: 10% (within Texas) | Clearance: None required (must pass CJIS background investigation) | Remote work: Yes

About the role

Science Applications International Corporation (SAIC) is seeking a highly motivated Customer Engagement Specialist to join our Outreach team supporting the Texas Department of Information Resources (DIR) Managed Security Services (MSS) program. This position reports to the Outreach Director and is responsible for proactively engaging with existing and prospective government customers to increase awareness, understanding, and adoption of cybersecurity services available through the MSS program. The ideal candidate will possess strong interpersonal and communication skills, experience in customer engagement and relationship management, and the ability to effectively communicate the value of IT and cybersecurity services. Customer engagement will be conducted primarily through virtual meetings, webinars, email, and phone communications, with occasional in-person customer visits and participation in conferences and outreach events as required.

Responsibilities

• Proactively engage with existing and prospective MSS customers to build relationships, understand customer needs, and promote awareness and adoption of available cybersecurity services.
• Conduct customer outreach and engagement activities through virtual meetings, phone calls, email communications, and in-person visits as needed.
• Educate customers on the MSS portfolio, available services, and their benefits, helping customers identify cybersecurity solutions aligned with their organizational needs.
• Identify customer interests, service opportunities, and potential areas for increased MSS adoption; coordinate follow-up activities with the Outreach Director and appropriate MSS program teams.
• Maintain ongoing relationships with customers through periodic engagement, follow-ups, and service awareness activities to support customer satisfaction and continued utilization of MSS services.
• Represent the MSS program at industry conferences, government events, outreach sessions, and informational booths as required, providing information and answering questions about available services.
• Support the planning and execution of outreach campaigns, webinars, customer information sessions, and other engagement initiatives in coordination with the Outreach Director and Outreach Coordinator.
• Collaborate with MSS technical and service delivery teams to facilitate customer discussions, address service-related inquiries, and connect customers with appropriate subject matter experts.
• Track and document customer