Director of Customer Engagement

The Opportunity

The Director of Customer Engagement – Compass is directly responsible for driving revenue growth, maintaining account retention, and accelerating adoption of Vidterra's COMPASS platform across a strategic defense customer. Operating as a frontline sales leader and primary account owner, this role owns the end-to-end commercial strategy for the assigned account—focusing on expanding current deployments, identifying new operational use cases, and embedding COMPASS across new and existing customer organizations. This role combines hands-on pipeline execution, strategic relationship management, and solution positioning to shorten sales cycles, protect baseline revenue, and capture new expansion budget within customer programs.

Key Responsibilities (Principal Duties and Accountabilities *Essential Functions)

Account Growth & Go-to-Market Strategy

• Define and execute the assigned account plan to maintain current COMPASS implementations while identifying and closing land-and-expand revenue opportunities within the NTS portfolio.
• Identify priority customer organizations, programs of record, and tactical use cases (e.g., intel, ISR, edge operations) as entry points for expanded product adoption.
• Develop and expand COMPASS opportunities across Department of Homeland Security (DHS) and Department of State (DoS) customer communities, with particular emphasis on the U.S. Secret Service and U.S. Coast Guard.
• Leverage established relationships within targeted federal customer communities to identify mission needs, gain access to key stakeholders, develop new opportunities, and accelerate adoption of COMPASS and the broader NTS portfolio.
• Align sales motions with NTS top-line revenue targets, platform strategy, and long-term enterprise valuation objectives.

Frontline Sales Execution & Pipeline Acceleration

• Directly lead the sales cycle for Vidterra COMPASS initiatives across customer stakeholders, decision-makers, and acquisition officers.
• Leverage the broader NTS portfolio when opportunities arise and customer requirements extend beyond COMPASS, bringing in additional NTS solutions and capture resources to deliver a complete capability set.
• Deploy tailored playbooks, ROI frameworks, competitive positioning, and objection-handling strategies specific to government procurement and operational dynamics.

Customer Engagement & Deal Execution

• Serve as the primary commercial and product SME for COMPASS and Vidterra capabilities in customer meetings, live demonstrations, and technical briefings.
• Architect complex, strategic deals by shaping high-value propositions tailored to specific customer mission outcomes and operational requirements.
• Accelerate deal velocity by translating raw technical capabilities into clear, mission-critical operational and business results.

Product Positioning & Portfolio Integration

• Drive integrated solution sales by positioning Vidterra COMPASS alongside complementary NTS and third-party partner technologies to increase overall deal size and account retention.
• Gather real-time field intelligence and user feedback from customer stakeholders to inform product roadmaps and defend against competitive threats.
• Build strong partner and channel alignments within the defense ecosystem to streamline procurement vehicles and expand sales reach within the assigned customer organization.

• Fluency in English (written and spoken)
• Must meet eligibility requirements to obtain a Top Secret Security clearance with the U.S. Government

Required Skills, Experience & Abilities

• Minimum of 2 years of experience in customer engagement, business development, technical sales, solutions engineering, field application engineering, customer success, or a related customer-facing role.
• Demonstrated experience supporting U.S. Government customers, with demonstrated experience supporting or engaging DHS, DoS, U.S. Secret Service, U.S. Coast Guard, or related federal mission organizations, including experience engaging operational users, program stakeholders, technical decision-makers, and/or acquisition personnel.
• Demonstrated ability to build and leverage professional relationships within federal customer communities to identify mission needs, develop opportunities, and support customer adoption of technical solutions.
• Hands-on Capability: Ability to independently configure, run, and troubleshoot live product demonstrations, proof-of-concept (POC) evaluations, and technical briefings for federal operational users and technical stakeholders.
• Technical Skills: Full-Motion Video (FMV) & Stream Management: Deep understanding of IP-based video distribution protocols (RTSP, MPEG-TS, WebRTC, H.264/H.265 compression) and how video feeds are processed, routed, and ingested at the tactical edge.
• Tactical ISR Systems & Metadata: Familiarity with Defense/NATO metadata standards (e.g., KLV / MISB compliance) to effectively communicate how COMPASS correlates positional and contextual data with live video feeds.
• Edge & Degraded Communications (DDIL): Technical capability to explain software performance in Denied, Disrupted, Intermittent, and Limited bandwidth environments common to federal field, tactical, and operational environments.

Preferred Qualifications

• Established professional relationships within DHS, DoS, U.S. Secret Service, U.S. Coast Guard, or related customer communities, with demonstrated ability to engage operational users, program leadership, technical stakeholders, and acquisition/contracting personnel.
• Strong problem-solving and critical thinking skills
• Professionalism and positive attitude in workplace interactions
• Initiative and ability to take ownership of tasks/projects
• Comfort with ambiguity and learning on the job
• Strong work ethic and reliability
• Ability to work well independently or as part of a team
• Willingness to learn new tools or procedures
• Problem-solving and troubleshooting mindset

Physical Demands & Work Environment
The physical demands and work environment described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift up to 15 pounds on occasion (e.g., transporting laptop, presentation materials, or small equipment).
• Frequent use of hands and fingers for typing, writing, and handling documents.
• Clear vision and hearing required for meetings, presentations, and communication.
• Ability to travel domestically and internationally up to 50% of the time, which may include extended periods of standing, walking, or navigating airports and government facilities.
• US Based remote work environment