DescriptionThe Red Gate Group is seeking a
Customer Advocate to support post-migration operations for migrated organizations on a high-priority Defense Intelligence Agency program. The Customer Advocate serves as the primary liaison between the government customer, end users, and technical teams, ensuring issues are resolved quickly and correctly and that the customer experience remains seamless through and beyond migration.
Responsibilities- Serve as the primary liaison between end users, the government customer, and technical teams, ensuring user issues are understood, routed, and resolved quickly and correctly.
- Manage and track support tickets through resolution, providing status visibility to stakeholders and closing the loop with affected users.
- Lead escalation management and stakeholder coordination, driving cross-team responses to high-priority and at-risk issues.
- Execute defined support processes and collect customer feedback to identify and recommend service improvements.
Required Qualifications- Active TS/SCI (CI Poly preferred)
- Strong customer service and communication skills, with a demonstrated record of managing customer relationships in a technical environment.
- Demonstrated ability to act as a liaison between non-technical users and technical teams.
- Experience with escalation management and stakeholder coordination.
- Minimum 8 years of experience related to the specific labor category with at least a portion of the experience within the last 2 years. This requirement cannot be substituted.
- Master's degree in an area related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education; or equivalent substitution: Associate's + 4 years relevant experience, OR Bachelor's + 2 years relevant experience, OR 6 years relevant experience. Substitution experience cannot double-count toward the 8-year minimum.
Desired Qualifications- Familiarity with the DIA or broader Intelligence Community IT operating environment.
- Prior experience supporting enterprise migrations or post-migration sustainment.
