Customer Engagement Consultant

General Dynamics Information Technology is seeking a detail oriented, customer-focused, and motivated Customer Engagement Consultant with strong communication skills that is interested in becoming part of our FDA team supporting our customers with their critical mission needs.

The Customer Engagement Consultant is a customer-facing role that works directly with stakeholders and product management teams to build strong and lasting relationships with our customer and exceed their expectations. 

You will be responsible for a portfolio of applications and serve as the primary point of contact for our agile delivery team(s), working closely with the FDA Product Managers, FDA Technical Delivery Managers, and the larger integrated project team. The successful candidate will have a strong program management foundation, including strategy development and transformation/change cycles.  They must have experience with software development life cycle management for systems integration and/or implementation using agile methodology for development and deployment processes. They also must have experience managing and coordinating the efforts of multiple Agile Teams and be able to lead them to a higher level on the DevSecOps maturity curve.

This role is fully remote!

Responsibilities

Client Management:

• Guide project meetings and other client engagements to meet customer expectations
• Participate and lead customer-facing communication, reporting on sprint progress, burn down, velocity, and story points
• Prepare and deliver frequent updates, maintaining positive customer relationships and ensuring a positive customer journey
• Prepare status updates with key milestones and deliverables, next steps, risks, and project timeline
• Manage timeline and scope ensuring customer expectations are met
• Communicate difficult/sensitive information tactfully and resolve or escalate issues in a timely fashion
• Understand and validates the details of deliverables as provided by project resources

Team/Agile Management:

• Work with the implementation team to develop release plans and ensure product backlogs are well-groomed, prioritized and visible to all the stakeholders
• Assist team to become self-organizing and self-managing to achieve its goals
• Ensure the team’s “definition of done” is well defined on the story, sprint, and release levels
• Be part of a continuous improvement mindset and recommend adjustments to established delivery practices
• Communicate effectively with large and small project teams consisting of both technical and non-technical project stakeholders to set and manage client expectations and timelines throughout the project
• Provide transparency to senior leadership and work with design, development, information security, and other product management teams

Product Management:

• Develop product roadmap with external stakeholders
• Manage product development using agile best practices
• Oversee analysis and documentation of customer’s business requirements and processes
• Oversee planning and design of business processes; assist in formulating recommendations to improve and support business activities.
• Assist in the research and assessment of business goals, objectives and needs to align information technology solutions with business initiatives

What You’ll Need:

Required Skills and Experience:

• Bachelor’s degree with 8+ years of experience (or equivalent combination of education and experience)
• Demonstrated experience in client-facing roles
• Strong experience (5+ years) working for a senior leadership client, participating in briefings, presentations, advisory sessions
• Background in Management Consulting, helping clients solve specific challenges or roadmap strategies to obtain mission objectives
• Ability to apply research, analyze internal data, interview and extract pertinent information from people and prepare and present analysis
• Experience managing multi-system projects and self-organized, cross-functional project teams in a matrixed environment
• Experience working in an agile-scrum environment and familiar with Agile values, principles, processes, and methods such as iterative and incremental development, burn down, continuous integration, test-driven development (TDD), unit testing, code refactoring, pair programming, and/or Scrum ceremonies
• Knowledge of JIRA and Confluence
• Excellent PowerPoint and presentation skills

Desired Skills and Experience:

• Exhibit problem solving abilities and logical objectivity
• Excellent writing, speaking and interpersonal skills
• Project Management Certification or CMMI training
• Second level Scrum Master certification (CSP, SAFe Agilist, SAFe Practitioner)
• 3+ years agile team facilitation experience (e.g., Scrum Master, Agile Facilitator, etc.)
• Experience with the aspects of ITIL processes encompassing Change, Value Streams and Processes
• Energetic, goal oriented, proactive, innovative, hardworking, and patient

What GDIT Can Offer You:

• Full-flex work week
• 401K with company match
• Internal mobility team dedicated to helping you own your career
• Collaborative teams of highly motivated critical thinkers and innovators
• Ability to make a real impact on the world around you

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