Agency Customer Engagement Manager

Genesis Consulting is seeking a CustomerRelationship Manager with expertise in account management and agency coordinationtransitioning to the new ETSNext system. As the Customer Relationship Managerfor the GSA ETSNext project, you will drive the strategic vision andimplementation of a transformative travel and expense management system forfederal agencies. This role demands a comprehensive understanding of travel andexpense (T&E) software implementations and integrations, focusing onaligning system capabilities with agency-specific requirements. The successfulcandidate will act as a strategic partner, ensuring that the ETSNext system iseffectively adopted and utilized across different federal agencies.

Duties, Responsibilities,& Skills:

Duties andresponsibilities include but may not be limited to:

·        Support the implementation of the ETSNext T&Esolution across various agencies, ensuring compatibility with federal financialmanagement systems and adherence to operational policies.

·        Maintain a strategic partnership with agencyclients by engaging in detailed discussions to identify and address high-levelsystem issues.

·        Serve as a technical authority to validateclaims regarding system capabilities and monitor service delivery againstcontractual standards.

·        Facilitate communication between agencies andmanaged service provider to ensure that system integrations meet functional andregulatory requirements.

·        Actively engage in knowledge sharing aboutsystem updates, new features, and industry best practices in T&Emanagement.

·        Support technical assessments to verify theconfiguration and customization of the T&E system according to FIBFstandards and specific agency needs.

·        Provide continuous training and support toagency teams to enhance their operational efficiency with the ETSNext system.

Knowledge and Skills:

·        Exceptional account management skills, highlycapable of fostering relationships and managing strategic visions andinteractions with agency stakeholders.

·        Effective communication skills for handlingcritical information exchanges and resolving system-wide issues in a strategicmanner.

·       Expert project management skills. Adept at using commonproject management schedule software and tracking tools for logging andreporting status on issues, actions, and risks. 

·       Analyticalability to process and apply new project management information in a way thatis meaningful and actionable for stakeholders and collaborators.

·       Comfortablewith waterfall and agile management methods with routine task elaboration andre-prioritization based on new information, and adapting plans to meet projectdeadlines.

·        In-depth knowledge of T&E systemconfigurations, inputs, and integrations, particularly in the context of thefederal government.

·        Proficient in financial and HR systemintegrations pertinent to T&E management, focusing on user impact andexperience.

·        Analytical ability to process and apply newinformation in a way that is meaningful and actionable for users.

Requirements

·        Minimumof seven (7) years’ experience in duties associated with T&E solutions

·        Strongaccount management and leadership capabilities

·        Experienceworking with Federal Agencies in multi-vendor, scaled Agile environments

·        (Preferred)Knowledge of Federal Travel & Expense regulations and policies

·        Cloud-BasedSaaS Platform: Experience in centralized cloud configuration and management,meeting scalability and flexibility needs for multiple federal agencies.

·        (Preferred)Platform Components: Familiarity with tools and functionality such as:

o   SAP ConcurSaaS for travel and expense

o   Cornerstonefor data and reporting and mid-office ticket functionality

o   MuleSoft APIGateway for integration

o   Groupize forSurge Blanket Travel

o   Everbridgefor Duty of Care

o   WalkMefor digital adoption and user guidance

Minimum Education:

·        Bachelor’s Degree inComputer Science, Information Systems, Business Administration, or anotherrelated field.

Required Certifications:

·        None required; SAFe or Agile preferred

Other:

·        Must be a US Citizen

·        Must be able to obtain a Public Trust Clearance

·        Must have a clean record and pass Criminal Background Check