DMI · 2 months ago
Customer Engagement Specialist
US-VA-McLean
Full-time
Onsite
Entry, Mid Level
2+ years expDMI is a leading provider of digital services and technology solutions, headquartered in Tysons Corner, VA. The Customer Engagement Specialist plays a key role in strengthening the relationship between IT service providers and end users, supporting engagement strategies and driving service improvements through communication and outreach.
Cyber SecurityEnterprise SoftwareInformation TechnologySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Serve as a liaison between end users and IT service teams to ensure customer needs and concerns are captured and addressed
Conduct outreach activities such as user briefings, onboarding sessions, and satisfaction surveys
Assist in the development of user-facing communications, including service announcements, newsletters, and knowledge articles
Collect and analyze customer feedback to identify trends, recurring issues, and opportunities for service improvement
Support the development of customer satisfaction metrics and reporting dashboards
Track and report on engagement outcomes and follow-up actions
Work closely with business analysts, documentation specialists, and service desk teams to ensure alignment of messaging and support materials
Coordinate with VIP support teams and field technicians to ensure high-touch service delivery where needed
Support the planning and execution of customer engagement campaigns and events
Assist in the creation and maintenance of user guides, FAQs, and quick reference materials
Support training initiatives by helping to identify knowledge gaps and user education needs
Qualification
Required
DoD Secret security clearance
ITIL v3 Foundations/ITIL 4 Foundations certification
Business Relationship Manager certification
2–4 years of experience in customer engagement, communications, or IT service delivery
Strong interpersonal and communication skills, with the ability to interact effectively with both technical and non-technical audiences
Familiarity with ITIL-based service management and enterprise IT environments
Experience with tools such as ServiceNow, SharePoint, Microsoft Office Suite, and survey platforms
Ability to work independently and collaboratively in a fast-paced, mission-critical environment
Must be a U.S. Citizen
Preferred
Bachelors degree in IT or related field (preferred)
Benefits
Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.
Company
DMI
DMI is a leading provider of digital services and technology solutions with a focus on end-to-end managed services, including managed mobility, cloud, cybersecurity, network operations, and application development.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$8.44MKey Investors
OceanSound Partners
2021-10-26Private Equity
2016-08-31Series Unknown· $4.19M
2013-06-03Debt Financing· $0.2M
Leadership Team
Gary Wang
Chief Technology Officer
Jay Sunny Bajaj
Founder and Board Member
Recent News
Company data provided by crunchbase