Agency Customer Engagement Manager

Job Description

Genesis Consulting is seeking a Cu stomer Relationship Manager with expertise in account management and agency coordination transitioning to the new ETSNext system. As the Customer Relationship Manager for the GSA ETSNext project, you will drive the strategic vision and implementation of a transformative travel and expense management system for federal agencies. This role demands a comprehensive understanding of travel and expense (T&E) software implementations and integrations, focusing on aligning system capabilities with agency-specific requirements. The successful candidate will act as a strategic partner, ensuring that the ETSNext system is effectively adopted and utilized across different federal agencies.

Duties, Responsibilities, & Skills :

Duties and responsibilities include but may not be limited to :

• Support the implementation of the ETSNext T&E solution across various agencies, ensuring compatibility with federal financial management systems and adherence to operational policies.
• Maintain a strategic partnership with agency clients by engaging in detailed discussions to identify and address high-level system issues.
• Serve as a technical authority to validate claims regarding system capabilities and monitor service delivery against contractual standards.
• Facilitate communication between agencies and managed service provider to ensure that system integrations meet functional and regulatory requirements.
• Actively engage in knowledge sharing about system updates, new features, and industry best practices in T&E management.
• Support technical assessments to verify the configuration and customization of the T&E system according to FIBF standards and specific agency needs.
• Provide continuous training and support to agency teams to enhance their operational efficiency with the ETSNext system.

Knowledge and Skills :

Requirements

o    SAP Concur SaaS for travel and expense

o    Cornerstone for data and reporting and mid-office ticket functionality

o    MuleSoft API Gateway for integration

o    Groupize for Surge Blanket Travel

o    Everbridge for Duty of Care

o    WalkMe for digital adoption and user guidance

Minimum Education :

Required Certifications :

Other :

Requirements