Agency Customer Engagement Manager

• Genesis Consulting is seeking a Customer
• 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

• ·Exceptional account management skills, highly
• capable of fostering relationships and managing strategic visions and
• interactions with agency stakeholders.
• ·Effective communication skills for handling
• critical information exchanges and resolving system-wide issues in a strategic
• manner.
• ·Expert project management skills. Adept at using common
• project management schedule software and tracking tools for logging and
• reporting status on issues, actions, and risks.

·Analytical

ability to process and apply new project management information in a way that

is meaningful and actionable for stakeholders and collaborators.

·Comfortable

• with waterfall and agile management methods with routine task elaboration and
• re-prioritization based on new information, and adapting plans to meet project
• deadlines.
• ·In-depth knowledge of T&E system
• configurations, inputs, and integrations, particularly in the context of the
• federal government.
• ·Proficient in financial and HR system
• integrations pertinent to T&E management, focusing on user impact and
• experience.
• ·Analytical ability to process and apply new
• information in a way that is meaningful and actionable for users.

Requirements

·Minimum

of seven (7) years’ experience in duties associated with T&E solutions

·Strong

account management and leadership capabilities

·Experience

working with Federal Agencies in multi-vendor, scaled Agile environments

·(Preferred)

Knowledge of Federal Travel & Expense regulations and policies

·Cloud-Based

SaaS Platform: Experience in centralized cloud configuration and management,

meeting scalability and flexibility needs for multiple federal agencies.

·(Preferred)

• Platform Components: Familiarity with tools and functionality such as:
• oSAP Concur
• SaaS for travel and expense
• oCornerstone
• for data and reporting and mid-office ticket functionality
• oMuleSoft API
• Gateway for integration
• oGroupize for

Surge Blanket Travel

• oEverbridge
• for Duty of Care
• oWalkMe
• for digital adoption and user guidance

Minimum Education

• ·Bachelor’s Degree in
• Computer Science, Information Systems, Business Administration, or another
• related field.

Required Certifications

·None required; SAFe or Agile preferred

Other

• ·Must be a US Citizen
• ·Must be able to obtain a Public Trust Clearance
• ·Must have a clean record and pass Criminal Background Check