Serve as liaison between project staff and customer communication. Improve presenting company capabilities in articulating, educating and evaluating delivery for information tailored to customer engagement. Provide critical communications and liaison with customer leadership. Capture ongoing sentiment and feedback and provide analysis and product improvements and provide decision analysis on future feature builds.

Develop frameworks, documentations and training for end user consumers of corporate software solution(s), but not limited to software end user testing, training materials development and recommendation for improvements. Provide technical writing and editing abilities to technical product, user, and security documentation.

Product Optimization, Operations and Lifecycle Management
Collaborate with Solutions Architects to continuously evaluate, establish and recommend elimination of investment related governance policies and portfolio elements for more efficient alignment to IT Solutions Architecture for organizational enterprises. Support efforts to capture, develop and refine decision criteria for IT Solutions investment alignment to corporate portfolios, policies and prioritization. Assist with process development and documentation. This will include internal process optimization and knowledge transfer as well as assessing current customer business processes and ensuring alignment based on usage and feedback. Assist with design of customer journeys (use cases). Understand and measure user behavior with product analytics and user analytics. Facilitate customer training, including training modules, documentation and onboarding. Facilitate efforts to systematize the gathering, organizing and structuring of customer shared information of investments in IT Solutions for analysis.

External Vendor Business Relationships
Serve as the continuous point of contact for IT Vendor solutions, including efforts to coordinate and schedule initial and follow-up conversations. Support taxonomy development and sustainment for internal classification and consumption of IT vendor solutions.

• Serve as the primary point of contact for customers, providing them with an exceptional level of service.
• Respond to customer inquiries and complaints in a timely and professional manner.
• Investigate and resolve customer issues, escalating to management when necessary.
• Maintain up-to-date knowledge of company products and services.
• Proactively offer solutions and recommendations to customers based on their individual needs.
• Build strong relationships with customers to encourage loyalty and repeat business.
• Keep accurate records of customer interactions and transactions.
• Monitor customer satisfaction levels and identify areas of improvement.
• Generate reports on customer engagement metrics.
• Assist with the development and implementation of customer engagement strategies.
• Serve as a member of the technical writing team.
• Stay up-to-date on industry trends and best practices.

Required Qualifications:   

• Active TS/SCI clearance with Full Scope poly required to start
• Experience with IT collaborative tools
• Experience with client relationships and client engagement
• Excellent communication skills
• Excellent customer service skills
• Experience with Human Centered Design (desired but not required)
• Highly motivated and able to work well with a team to accomplish mission focused tasks

Desired Qualifications

• Intelligence Community Experience preferred

BCore is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.