Customer Account Manager

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees.

Primary Duty – Customer Account Management, Requirements Development, and Independent Judgment

• Independently manages an assigned portfolio of supported organizations as the dedicated Customer Account Manager; exercises discretion in planning, conducting, and documenting recurring in‑person and virtual engagements with identified customer representatives; independently advocates for customer requirements within J6.
• Independently develops and processes Business Requirements Documents (BRDs) and Supported Products Requirements Documents (SPRDs) for above‑standard requirements submitted through Service Now; exercises judgment in evaluating, prioritizing, and shepherding approximately 180 requirements annually through the J6 IT Governance Board.
• Independently develops and maintains accurate organizational profiles for all assigned supported organizations in the CE KM Data Repository; exercises judgment in determining the relevance and currency of contact, personnel, location, and mission data.
• Applies specialized knowledge of all J6 products and services offerings at portfolio manager level to independently educate supported organizations on service offerings, respond to capability inquiries, and advise customers on the most appropriate J6 services for their mission requirements.
• Independently identifies inconsistencies and gaps in J6 service delivery to assigned organizations; develops approaches for improving the user experience; tracks long‑term user requirements in J6 data repositories and independently determines when issues require escalation to J6 leadership.
• Facilitates recurring meetings with supported customers regarding support agreement, MOA, and MOU development and negotiation; independently exercises judgment in facilitating Business Requirements Analyst meetings with IT POCs and determining appropriate follow‑up actions.
• Independently manages incident and task tickets for assigned organizations in Service Now; exercises judgment in prioritizing standard and above‑standard requirements, escalating aging or priority requests, and ensuring timely resolution.
• Coordinates between supported organizations and all J6 divisions to address mission requirements; independently determines the appropriate J6 stakeholders to engage for enterprise projects involving multiple divisions.

Highlights of Responsibilities

In fulfillment of the primary duty described above, and in performance of PWS Section 6.13 task requirements, the candidate is responsible for:

• Serving as a dedicated CAM between J6 and an assigned portfolio of supported organizations, conducting recurring in‑person and virtual meetings with identified representatives; documenting and storing meeting minutes and acting as internal advocate for customer requirements.
• Processing and tracking above‑standard supported organization requirements submitted through Service Now, developing and processing BRDs and SPRDs through the J6 IT Governance Board (approximately 180 above‑standard requirements annually).
• Developing and maintaining accurate organizational profiles for all assigned supported organizations including contact information, personnel count, locations, and mission data; maintaining profiles in the CE KM Data Repository.
• Understanding all J6 products and…