Customer Account Manager Expert - Arcfield

Arcfield is a leading provider of full lifecycle, mission-focused systems engineering and integration capabilities to the U.S. government and its allies. The company has more than 60 years of proven experience providing advanced engineering and analysis, IT and C5ISR capabilities to support our nation’s most critical national security missions. Headquartered in Chantilly, VA and with 16 offices around the world, Arcfield employs approximately 1,200 engineers, analysts, IT specialists, and other professionals who put our customers’ missions first, helping them solve their most complex challenges through innovations in modeling, simulation and analysis, digital transformation and C5ISR. Visit arcfield.com for more details.

The CAM will perform various business account activities required for acquiring and maintaining Mission Partner IT resources. The role and responsibilities include, but are not limited to the following:

• Daily management of Mission Partner project and IT resource profiles, Service Level Agreement (SLA) and Customer Support Agreement (CSA) documentation, and associated data validation. Tasks primarily consist of the following activities:
  • Establishing, managing, and closing-out requisite profiles for acquired IT resources and Mission Partner projects within Sponsor business management systems such as Primavera and Workforce Management System (WMS), or successor systems.
  • Performing frequent quality assurance checks of Mission Partner project profiles, account documentation, and funding data to ensure accuracy and minimize potential gaps in service. Discovered or reported inconsistencies, errors, and/or missing information are to be addressed and validated immediately, corrections are applied once the validation process is completed.
  • Projecting funding status to be closely monitored.
  • Initiating, transitioning and closing-out all SLAs and CSAs in a timely manner, including the annual SLA transition process.
• Administering monthly billing and invoicing processes for all deployed IT resources, to include the following activities:
  • Reviewing and approving all resource Activity Tracking Sheets (ATS’s) and then prepare an ATS tracking summarization report.
  • Validating weekly Burn Report that captures ATS input and SLA funding updates.
  • Ensuring weekly ATS data is updated correctly in the Sponsor Billing Application (ABA) system.
  • Reviewing, validating and importing cost data into the Sponsor’s Capture-Billing system prior to executing the distribution of monthly invoices to Sponsors.
  • Reviewing and associating recorded cost data in monthly.
  • Generating billing updates, as necessary, for ATS corrections submitted after the close of the billing period.
  • Coordinating with the Finance Administration to ensure Other Direct Costs (ODCs) are incorporated as part of the monthly invoicing process
  • Ensuring billing and invoice-related documentation is archived after each reporting period.
• Using and maintaining effective communication and outreach with all Sponsors and stakeholders to foster positive working relationships.
• Assisting Sponsors and Prime Contractors regarding the use of Sponsor business management tools and account management processes, to include:
  • SLA and CSA processing
  • Workforce Management System (WMS) and Primavera familiarization and required data entries
  • Funding processes and how to address issues
  • Indoctrinations to the ATS process.
• Collaborating with the Acquisition Administration and Finance Administration teams to:
  • Facilitate Mission Partner support
  • Address and resolve processing and/or support issues
  • Devise resolutions to satisfy operating and financial requirements for the Sponsor and Mission Partners.
• Documenting and actively maintaining detailed Standard Operating Procedures (SOPs) for all Customer Account Management processes.

• Must possess and be able to maintain a TS/SCI clearance with Polygraph. 
• Bachelor’s degree in a business or technical discipline (Business Administration, Business Management, Accounting, or systems engineering) and a minimum of 10 years of relevant experience.
• Minimum of five (5) years of experience supporting project management, contracts, and/or purchasing-related activities.
• Strong written and oral communication skills
• Working experience with Microsoft Office application suite (Word, Excel, PowerPoint, Visio)
• Experience with Sponsor systems: Program Workflow Site, Oracle Primavera Project Management System, Oracle Primavera Portfolio Management System, WMS, Billing Application (ABA), and/or SLA Workflow.

Desired Qualifications

• Two (2) years of experience supporting acquisition-related activities within the Intelligence Community.
• Experience with Sponsor business systems or accounts, e.g., BASIS, COGNOS, CAPTURE Billing, CAPTURE Contracts or Working Capital Fund.

EEO

Arcfield proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active-Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.