Customer Engagement Specialist

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.

Essential duties of this position include:

• 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 engagement activities, outreach efforts, opportunities, and follow-up actions using established customer relationship management and reporting tools.
• Gather customer feedback, identify common service needs and barriers to adoption, and provide recommendations to improve outreach effectiveness and customer experience.
• Collaborate with the Outreach Coordinator to ensure appropriate marketing materials, service descriptions, presentations, and other collateral are available to support customer engagement activities.
• Support the Outreach Director in monitoring and reporting customer engagement activities, outreach accomplishments, and contributions to MSS service adoption and growth.
• Ensure outreach activities and customer communications align with DIR-approved outreach plans, program requirements, and established communication guidelines.

Required Education and Qualifications:

• 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 the ability to engage effectively with government customers and diverse stakeholders.
• Demonstrated ability to build professional relationships, understand customer needs, and clearly 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 customer relationship management (CRM) tools.
• Willingness and ability to travel within Texas for customer visits, conferences, and outreach events as required.
• Candidates must be a US Citizen and be able to pass a CJIS Criminal Justice background investigation and maintain required CJIS eligibility throughout employment.

Preferred Qualifications:

• Experience working with state and local government agencies, higher education institutions, or other public-sector organizations.
• Familiarity with cybersecurity, managed security services, or IT service offerings.
• Previous experience supporting customer outreach campaigns, webinars, conferences, trade shows, or government events.
• Experience using CRM systems to track customer interactions, engagement activities, and service opportunities.
• ITIL v4 Foundation certification or greater preferred.