Jobs and Careers

Technical Client Liaison

Washington, United Statesfull_timeVerifiedPosted 2 Jan 2025

About the role

Description

At MetaPhase, we believe Quirky is Cool and being authentic is the only way to be! We take the work we do very seriously and do a lot of important mission-focused work for our clients. We are individuals with different passions and strengths who take as much joy in the work we do as from those we work with. Today, we have a team that is invested in creating new solutions that lean forward, challenge the status quo, but also reflect our intimate knowledge of our customers’ business. Over the years we have fostered a culture in which we are united by shared values—passion, solidarity, generosity, curiosity, and boldness—and these come alive in the work we do and how we do it. Together, we know our people are our difference—for our clients and our colleagues. Are you ready to:

Work alongside a dedicated and diverse set of people to offer honest advice and practical guidance to our clients?
Learn and grow by taking advantage of every opportunity available to you?
Join a company which prides itself on its shared values and inclusive culture?
Be the difference and make it happen?

Role Summary

MetaPhase is seeking a Technical Client Liaison with 5+ years of experience to serve in a Business Liaison capacity, combining technical understanding with customer awareness to serve as liaison between internal customers and shared services providers within the infrastructure operations of a large federal agency. The Technical Client Liaison is responsible for understanding customers’ challenges and drivers and serves as the external communication channel to be the “voice of the customer,” promoting two-way dialogue between the customer and shared services providers as well as with other stakeholders within the Office of the Chief Information Officer (OCIO). The Technical Client Liaison must have solid technical experience in various infrastructure components (including but not limited to VoIP, video, local area network and virtual private networks, support of switches, firewalls, routers, load balancers, and other transport devices, and cloud up to the program operational boundaries). and will build an understanding of the different levels of technology maturity, technical debt, funding availability, and operational constraints of the customer organization in order to independently promote service offerings in alignment with business needs, to support network operational awareness, to guide and train on services (including instructional materials) that are underutilized or need the most attention, and to be an advocate for service offerings.

What You Will Be Doing

Establishing partnerships with customers and Treasury stakeholders; coordinating and leading engagement meetings and preparing service-ordering documents.
Advising on alternatives based on customer needs – have a deep understanding of programs to educate and recommend solutions that fit customer needs.
Understanding service offerings from Service Providers (vendors such as AT&T, SAIC, etc.); coordinating and leading engagement meetings to enhance relationships.
Providing liaison service reports to document and track customer interactions, network operational awareness, and other key activities.
Supplying valuable liaison services for emerging requirements, troubleshooting outages or performance issues, system transition planning, and assistance with implementing system changes and service offerings.
Developing materials such as Service Catalogues and Training Guides to promote awareness and adoption.

What We Need From You (Required)

Proven ability to build relationships and communicate across both technical and non-technical stakeholders.
Expertise in business process and system analysis, design, improvement, and implementation efforts.
Experience in change management and training.
Ability to contribute to organizational an