Customer Experience Manager; CXM

WE DO WHAT WE SAY

JTSi (Johnson Technology Systems, Inc.) is a federal government consulting firm providing technical services to the Department of Defense, clients, and various civilian agencies.

Job Title: Customer Experience Manager (CXM)

Location: Local to Herndon, VA preferred; remote candidates accepted. If local to Herndon, the resource must be onsite 4 days per week.

Salary: $110,000 – $127,000 per year on W2.

The Customer Experience Manager supports Federal Government clients as a functional consultant specializing in SAP Concur. This role partners with cross‑functional teams to deliver high‑quality agency support before and after go‑live, leading functional consulting activities such as requirements gathering, configuration, testing, and integration support in an Agile environment.

• Translate agency needs into compliant travel and expense solutions.
• Facilitate working sessions, develop functional artifacts, coordinate testing and issue resolution.
• Support implementation work streams and assist with post‑go‑live stabilization and customer experience improvements.

• Hands‑on experience with functional consulting or system implementation.
• Experience in requirements gathering, system configuration, testing, integration coordination, and support.
• Experience supporting projects or work streams, managing scope, collaborating with large teams, and presenting client recommendations.
• Experience working with Federal or DoD clients.
• Knowledge of system implementation principles, business process design, and functional testing.
• Experience in Agile environments.
• Experience with SAP Concur or travel and expense systems.
• Ability to analyze data, support visualization, and translate stakeholder needs into functional requirements.
• Understanding of integration concepts, system or service design, and content or process management.
• Microsoft Excel, Microsoft Word, excellent verbal and written communication skills.

Company: JTSi (Johnson Technology Systems, Inc.) – a federal government consulting firm providing technical services to the Department of Defense, clients, and various civilian agencies.