Customer Engagement SME in Washington, District of Columbia at Improvix Technologies

Customer Engagement Specialist
Location: Remote
Clearance: Active Secret Clearance required
Employment Type: Full-Time

Position Overview

Improvix Technologies is seeking experienced Customer Engagement Specialists to support a federal customer responsible for delivering custom applications, enhancements, and new technical solutions on behalf of the agency’s many bureaus.

As a Customer Engagement Specialist, you will be the primary point of contact between the customer community and our delivery teams. You will own the end-to-end intake experience-from the moment a request is submitted, through clarification and requirements gathering, to coordination with technical staff. This is a relationship-driven role for someone who excels at understanding customer needs, communicating clearly across business and technical audiences, and keeping work moving across a fast-paced, high-visibility government program.

Key Responsibilities

• Serve as the trusted primary point of contact for stakeholders submitting requests, delivering a responsive, professional, and customer-first experience.

• Review and triage incoming intake requests, assessing scope, priority, complexity, and completeness, and following up with customers to clarify objectives and gather missing information.

• Elicit, document, and translate customer business needs into clear, well-structured requirements that delivery teams can act on.

• Route requests behind the scenes to the appropriate solutions architects and analysts, ensuring the right resources are engaged to determine the best response, recommendation, or proposal.

• Coordinate across solutions architects, analysts, and development teams to shepherd each request from submission through proposed solution, tracking status and removing roadblocks.

• Communicate status, timelines, and proposed solutions back to customers in clear, non-technical language, managing expectations throughout the engagement lifecycle.

• Monitor intake volume, response times, and engagement metrics; identify trends, recurring needs, and opportunities to streamline the intake-to-delivery process.

• Help refine and continuously improve the workflow, triage criteria, and routing logic based on customer feedback and operational data.

• Maintain accurate records of customer interactions, requirements, decisions, and outcomes to support transparency, reporting, and program governance.

• Build and sustain strong working relationships with customers and internal delivery teams, acting as an advocate for the customer while balancing program priorities.

Required Qualifications

• Active U.S. Government Secret security clearance (required to start).

• 3+ years of experience in customer engagement, client relationship management, business analysis, requirements gathering, or a comparable customer-facing role.

• Proven ability to elicit and document business and functional requirements and translate them into actionable inputs for technical teams.

• Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.

• Strong organizational and coordination skills, with the ability to manage multiple concurrent requests and competing priorities in a fast-paced environment.

• Experience working with intake, ticketing, or workflow systems (e.g., ServiceNow, Jira, or similar) to track and route work.

• Self-directed and dependable, with the discipline to thrive in a fully remote work environment.

Preferred Qualifications

• Background in or working knowledge of custom application development, software customizations, or solution delivery lifecycles (SDLC, Agile/Scrum).

Work Environment & Clearance

This is a fully remote position open to candidates located within the United States. An active U.S. Government Secret clearance is required to be considered for this role; candidates must be able to maintain the clearance for the duration of the engagement.

Why Improvix

At Improvix Technologies, we don’t just deliver IT solutions — we deliver mission success. Our teams support critical government programs by building secure, innovative, and scalable technology that enables agencies to operate more efficiently and securely.

We believe great technology starts with great people. That’s why we invest in our employees’ growth, well-being, and long-term success.

Our benefits include:

• Competitive compensation and performance-based incentives
• 401(k) with company match
• Three weeks of paid annual leave that increases with tenure
• Comprehensive medical, dental, and vision insurance
• Life insurance and disability coverage
• Transit and commuting benefits
• Professional development and paid training opportunities

At Improvix, you’ll join a collaborative, mission-focused environment where your expertise drives meaningful impact.

Equal Opportunity Employer

Improvix Technologies, Inc. is an Equal Opportunity Employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

Improvix is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process. If you require assistance or accommodation, please contact our Human Resources team.

Security Clearance / Citizenship Requirements

Due to the nature of our government contracts, U.S. citizenship may be required for certain positions, and some roles may require the ability to obtain and maintain a U.S. government security clearance.

Pay Transparency Statement

In accordance with applicable laws and regulations, Improvix Technologies will not discharge or otherwise discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.