Service Development and Customer Engagement Specialist

Job Description Summary

This position is available within the University of Maryland’s Division of Information Technology (DIT).

The Service Development and Community Relations Specialist supports and helps execute business and service development activities for the Mid-Atlantic Crossroads (MAX) Unit. The position reports to the Associate Director of Business Development, Sales and Marketing and is responsible for identifying customer needs, contributing to new and enhanced service offerings, and building relationships that support MAX’s growth and long-term sustainability.

The Specialist works closely with current and prospective customers across the research and education ecosystem, including federal agencies, universities, research institutions, and regional, national, and international networks, to understand their advanced cyberinfrastructure needs and help develop solutions that deliver value. Working within the business development strategy, the Specialist helps execute the business development plan and identifies opportunities to expand services and introduce new offerings for review and approval.

The Specialist helps translate customer requirements into effective technical and business solutions and supports the successful onboarding and ongoing engagement of new customers.

The Specialist represents UMD and MAX nationally and internationally at industry meetings and conferences and plays a key supporting role in planning and executing events, including the MAX Participants Meeting and customer engagement presentations.

The position also supports emerging technology initiatives by assessing market and customer needs and identifying opportunities to support the development and adoption of emerging technologies, with a particular focus on quantum technology.

The Specialist is expected to uphold and advance the mission and values of UMD, the Division of IT, and MAX while fostering partnerships, identifying new opportunities, and positioning MAX for continued growth and innovation.

This position is considered essential and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergency to help maintain the continuity of University services.

May be required to work evenings, nights, weekends, or different shifts for extended periods.

Physical Demands: Sedentary work. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading. Must be able to travel via personal or public transportation occasionally to attend conferences, meetings, and events that may require prolonged standing and walking.

Licenses/Certifications: N/A

Minimum Qualifications

Education: Bachelor’s degree from an accredited college or university.

Experience: Three (3) years of experience in related field.

Other: Additional work experience as defined above may be substituted on a year-for-year basis for up to four (4) years of the required education.

KNOWLEDGE, SKILLS, & ABILITIES:

Knowledge of organizational principles and time management practices. Skill in project management, including planning, coordinating, tracking progress, and ensuring successful completion of initiatives within established timelines.

Skill in verbal and written communication to clearly convey information, prepare correspondence, and interact effectively with diverse stakeholders. Ability to analyze complex information, identify issues, and evaluate options. Ability to work independently with minimal supervision. Ability to maintain a high level of attention to detail.

Additional Job Details

Preferences

An ideal candidate will possess the following:

Knowledge, Skills, and Abilities

-3+ years of experience in customer engagement, business development, or customer account management. -Demonstrated experience managing a portfolio of 20+ customer relationships or accounts simultaneously

-Experience delivering presentations to audiences at conferences, customer meetings, or industry events, at least 6 times per year

-Track record of contributing to revenue growth, service utilization increases, or customer retention rates.

-Experience collaborating with technical teams (e.g., network engineering) on customer solution designs or implementations

-Strong written communication skills, evidenced by developing customer-facing materials (proposals, presentations, reports)

-Familiarity with Regional

Education

• Networks (RENs), national research and education networks, and the broader higher education/research technology landscape

• -Developing a business development plan with measurable results in customer growth or service adoption

• -Bachelor's degree in business, marketing, information technology, or a related field

• -Proficiency with CRM tools with 2+ years of hands-on use tracking customer engagement and pipeline activity

• Additional Information:

• Please note that all positions within the Division of Information Technology (DIT) have an in-person component with expected time in our College Park, MD location per week. Telework is not a guaranteed work arrangement.

• Visa Sponsorship Information:

• DIT will not sponsor the successful candidate for work authorization in the United States now or in the future.

• F1 STEM OPT support is not available for this position.

• Required Application Materials: Applications missing the materials below will NOT be considered

• Resume

• Cover Letter

• List of Three References

• Best Consideration Date: November 20, 2026

• Posting Close Date: N/A

• Open Until Filled: Yes

Job Risks

Not Applicable to This Position

Financial Disclosure Required

NoFor more information on Financial Disclosure, please visit Maryland's State Ethics Commission website.

Department

DIT-ATI-Mid-Atlantic Crossroads (MAX)

Worker Sub-Type

Staff Regular

Salary Range

$91,200.00 - $109,440.00

Benefits Summary

For more information on Regular Exempt benefits, select this link.

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.

## Employment Eligibility

The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization. Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.

EEO Statement

The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University’s Equal Employment Opportunity Statement of Policy.

Title IX Non-Discrimination Notice

Resources

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