Job Family:

Management Consulting

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

What You Will Do:

The Customer Engagement Manager operates as the lead point of contact for the implementation of government-wide travel system implementation. This role involves guiding customer agency transition planning meetings, tracking issues and resolutions, and coordinating responses to agency issues with the solution management team. Operates as the lead point of contact for respective customer agencies.

The Customer Engagement Manager will be responsible for the following:

Coordinates responses to agency issues and obstacles to change and customer agency adoption
Advocates for the timely and successful delivery of the travel solution according to customer needs and objectives
Develops, coordinates, and leverages internal and external relationships with customers (other federal agencies) in support of Travel Shared Services, the customer to achieve agencies' service objectives. Develops and maintains a strategic organizational relationship with other federal agencies at the national level and serves as an internal national expert on the customer's mission, strategic direction, and workplace needs
Develops relationships across the customer's organizations, including senior leadership, to strategically position the program to facilitate accomplishment of the customer’s mission
Maximizes and strengthens customer relationships by remaining informed regarding customer expectations and perceptions
Develops relationships and partnerships within travel business lines to leverage talent, enhance innovation, minimize misunderstandings, and build awareness of account management
Liaises between the customer and other travel programs, as applicable to provide strategic advice and direction to agency and stakeholder representatives
Promotes a customer focused approach designed to integrate customer requirements into the travel service model. Presents an integrated view of the customer to vendors and travel business lines to provide context for the customer's travel & expense needs, and serves as advisor to the Office of Travel, Employee Relocation and Transportation leadership regarding customer strategy, history, and relationships. This involves developing strategic account plans, customer focused fact sheets, reports, etc. and preparing executive briefing materials/information to ensure leadership remains informed regarding the customer’s evolving mission, strategic travel service needs, operational requirements and concerns
Leads and/or actively participates in cross-functional inter-agency account teams, project teams (to provide the customer perspective), special initiative teams, etc.
Gathers, analyzes, and shares customer/inter-agency business intelligence in order to identify customer pain points and common concerns or issues, positively impacting/affecting customer satisfaction and usability
Remains informed and current regarding travel products, services, and expertise, in order to identify opportunities where expertise can support customer business needs
Leads and/or actively participates in the inter-agency account management process
Develops account plan goals, strategies, and activities - collaborates across stakeholder groups (other federal agencies) to develop, update and execute account plans, including identifying account goals, strategies, opportunities and activities to meet customer travel and expense needs and to communicate service benchmarks and share best practices
Identifies and manages opportunities, serves as a nationwide expert on delivering value to customer. Works with subject matter expert team to develop innovative, cost effective, and sustainable travel solutions to meet customer needs, connecting demand with supply
Implements, measures and monitors account strategies and business opportunities. Ensures that strategies and opportunities are successfully implemented at the national level and, where appropriate, within the regions, to achieve account plan goals. Reviews with the account team to assess the development and implementation of account plan goals, strategies, and activities
Ensures a proactive, collaborative approach to managing the account and assessing the efficiency of the account team in meeting the customer's business needs and expectations. In an effort to focus appropriate expertise, promotes initiatives designed to continuously improve the economy, efficiency and effectiveness of program services
Guides customer travel and expense (T&E) service and technology transitions that include: co-managing with agencies and vendors a comprehensive, enterprise-scale implementation of T&E services, solutions and related business system integrations; adopting government-wide standards as well as addressing agency-specific requirements; navigating resolutions on complex business and IT issues working with appropriate subject matter experts within GSA or with their agency customer experts (e.g., travel agency/TMC integration, security, charge card integration, testing activities, etc)
Respond to customer inquiries and assists in the resolution of transactional and/or systemic customer issues/problems (service delivery, project delivery, etc.)
Proactively builds relationships across travel business lines, customer agency stakeholders, and national customer agencies to develop a network to support customer service issue resolution, leveraging these relationships to participate in resolving issues
Assess program effectiveness, by investigating or analyzing a variety of complex and unusual conditions, problems, questions, and issues and makes recommendations for resolution of those critical problems through application enhancement and/or developing new service solutions
Facilitates the resolution of a variety of customer issues within the scope of their authority by working collaboratively with the customer and travel system vendor
Researches customer issues and customer service complaints to develop a comprehensive and impartial understanding of the problem(s), the history, root causes, and the impact on both the customer and GSA. Determines when to elevate issues to senior leadership
Leads and/or participates on teams to address and resolve identified customer service issues
Manages customer expectations and ensures that the customer has a clear understanding of joint responsibilities
Facilitates the development of solutions, options and recommendations, working with customer agency stakeholders and the customers to identify and implement a satisfactory solution
Provides accurate, reliable and timely information in response to customer questions and requests, including regular progress updates and oversight to ensure that the solutions are being implemented as agreed to and effectively resolving the problems or issues identified
Identifies ways to improve customer service delivery, increase customer satisfaction and achieve optimum outcome
Develops and manages customer account profiles, coordinates agency participation in customer/user workshops, testing activities, and other coordinating meetings
Applies Travel & Expense or other business system project management experience to communicate and coordinate resolution to complex project issues involving technical topics including software/solution validation, business system integration, and security accreditation activities

What You Will Need:

Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse
Minimum of Three (3+) years of work experience
Bachelors Degree from an accredited University OR in lieu of a bachelor's degree: seven (7) years of experience of which a minimum of five (5) years must be in a relevant subject area
Proficiency in travel concepts and practices: Expertise in travel and expense services within the federal government, including customer satisfaction drivers
Account management skills: Proficiency in strategic account management methods, processes, and metrics, and customer service standards
Analytical skills: Ability to apply qualitative and quantitative methods for assessing and improving strategic customer relationships
Project management skills: Adept at using project management schedule software and tracking tools for logging and reporting status on issues, actions, and risks
Communication skills: Exceptional oral and written communication skills for articulating positions and policies, presenting recommendations, and creating detailed reports
Relationship-building skills: Ability to develop and maintain positive relationships at various tactical and strategic levels within business line customers and across customer agency stakeholders
Conflict management skills: Skill in managing conflict by anticipating and resolving disagreements in a constructive manner
Persuasion skills: Ability to persuade others to take specific actions or make decisions, building consensus and facilitating "win-win" situations
Problem-solving skills: Skill in gathering information, consulting with customers and stakeholders, and exercising analytical thinking to solve key business challenges
Exceptional oral communication skill for articulating positions and/or policy of vast technical complexity to facilitate cooperation from management at all levels, presenting sensitive recommendations to higher level officials, and for obtaining compliance with policies

What Would Be Nice To Have:

Change Management Certification
SAP Concur
Expert knowledge of T&E solution configurations and integrations, particularly in a federal government context.

The annual salary range for this position is $98,000.00-$163,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave and Adoption Assistance
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Student Loan PayDown
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program
Mobility Stipend

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

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Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

Customer Engagement Manager - Senior Consultant