Customer Success Lead (TX DIR)

Peraton•Home, TX

1d•Onsite

About The Position

Peraton is hiring for a Customer Success Lead to support the Texas Department of Information Resources (DIR). The Customer Success Lead will support customer experience, agency engagement, customer advocacy, solutioning, and service evolution activities across the Texas Private Cloud program. This role will partner closely with the Account Director and contribute to ITIL 4 Value Chain Engage activities, agency-level customer experience plans, customer outreach, migration workshops, solution workshops, customer listening programs, and the incorporation of customer feedback into the technology roadmap and service evolution. Must reside in or be willing to relocate to the Austin, TX metropolitan area or San Angelo, TX, as applicable.

Requirements

8 years with BS/BA or 12 years with a HS Diploma/equivalent
6+ years of customer success or client management experience in government IT environments.
Demonstrated experience managing multiple government agency relationships simultaneously.
Texas state agency familiarity.
Experience designing and managing customer experience programs.
Experience facilitating solution workshops and solutioning support.
Strong written and verbal communication skills.
ITIL service management awareness.
Experience building and maintaining senior-level customer relationships.
Ability to work effectively across technical, operational, business, and government stakeholder groups.
Strong facilitation, presentation, stakeholder management, and problem-solving skills.
Ability to translate customer feedback into actionable service and technology improvements.
Experience supporting complex IT transformation, migration, or modernization initiatives is highly desirable.
Must be a US Citizen.

Responsibilities

Supporting a structured customer experience program across DIR customer agencies.
Co-owning the ITIL 4 Value Chain Engage activity with the Account Director.
Developing, executing, and continuously managing agency-level Customer Experience (CX) plans.
Leading delivery of the Annual Customer Experience Plan.
Conducting customer outreach and supporting solutioning activities.
Developing and managing customer intimacy programs.
Managing listening tours.
Managing migration workshops with DIR customer agencies.
Partnering with the Account Director on the customer advocacy strategy.
Gathering and analyzing customer feedback and feeding insights into the technology roadmap and service evolution.
Facilitating natural-language DIR and agency portal access through Peraton[x].
Contributing to business-domain activities, including: Value streams, Agency engagement and Resource Unit (RU) consumption communications.
Leading and facilitating solution workshops for DIR customer agencies.
Providing migration solutioning support to agencies.
Building strong relationships with DIR customer agencies and stakeholders.
Supporting proactive customer communications throughout service delivery and transformation activities.
Identifying customer needs, concerns, opportunities, and improvement areas.
Coordinating with internal technical and service delivery teams to address customer requirements.
Promoting customer advocacy and customer-centered service evolution.