DEAMS Customer Engagement Team Lead

Kearney & Company is currently seeking a Customer Engagement Team Lead to join our team supporting the Defense Enterprise Accounting and Management System (DEAMS) in Dayton, OH. The successful candidate will be the architect of how we speak and connect with leadership, customers, and the client. They will provide and execute deliberate, enterprise-wide customer engagement strategies that result in awareness and understanding of the DEAMS application and priorities, goals and objectives of the DEAMS Functional Management Office and SAF/FMFO Accounting Policy & Operations Division.

Responsibilities include but are not limited to:

• Develop and execute a comprehensive customer engagement strategy outlining goals, target audiences, key messages, and the channels most appropriate for communicating with specific audiences
• Develop and execute tactical engagement plans for the delivery of specific messaging to target audiences. These dynamic engagement strategies will be aligned with the appropriate delivery methods and schedule for maximum effectiveness
• Leverage multiple communication channels to execute engagement strategies depending on how best to reach target audiences. These channels may include Microsoft SharePoint, functional publications, virtual Users Forums, dedicated Microsoft Teams channels, conferences, training events, virtual and/or face-to-face encounters, and electronic messaging
• Maintain a repository of authoritative information on DEAMS to ensure content consistency, including but not limited to master libraries of frequently delivered materials, fact sheets and news pages on a variety of topics
• Publish a DEAMS-specific newsletter quarterly, and mini-newsletter monthly, both focused on equipping DEAMS users with information designed to build their skills in DEAMS
• Use Microsoft Office capabilities to the maximum extent to provide innovative solutions using M/S SharePoint as the DEAMS one-stop-shop for system, process, and training support for our global community of users
• Maintain a platform for virtual users group content, and interactive tools to promote self-help among users, such as the DEAMS Answer Bank and the Critical Task List
• Maximize Microsoft Teams for its collaborative capabilities, connecting DEAMS users to subject matter experts, and as a social networking platform to generate discussion among our user community
• Develop intuitive graphic design elements and layout of online resources to make navigating the M/S SharePoint sites quick and easy for users
• Deliver graphics design elements in products and platforms to brand the DEAMS program, ensuring clear and effective messaging, and to create efficiencies for the client by communicating concepts through graphics
• Develop and maintain a five year Strategic Plan for both the DEAMS FMO and SAF/FMFO in alignment with SAF/FM’s stated mission, vision and goals
• Track progress of objectives against goals to ensure priorities are being met
• Continuous touchpoints with leadership to ensure priorities are clear and deliverables are on track
• Close collaboration with content owners across the program to maintain currency and awareness of the status of ongoing projects and to update existing products
• Manage multiple projects at one time on a variety of topics, without losing sight of priorities and delivery dates
• Proactively assess the impact of DEAMS system updates on user workflows and develop targeted communication and engagement plans to drive user readiness, accelerate system adoption, and minimize friction

• Bachelor's Degree in relevant field
• Minimum 6 years leading customer engagement or related roles
• In-depth knowledge of communication concepts
• Proven track record of designing and executing multi-channel engagements
• Ability to…