Customer Success Lead
About The Position
SilverEdge is a premier provider of innovative cyber, software, and intelligence solutions, addressing mission-critical challenges for the Department of Defense (DoD), Intelligence Community (IC), and beyond. We are dedicated to delivering impactful results to meet mission goals through cutting-edge technology and expertise. We are seeking a Customer Success Lead to join our dynamic team. This individual will play a pivotal role in developing innovative and effective solutions for our DoD customers within the IC sector. The Customer Success Lead shall establish and continuously drive an industry-leading standard of excellence in user experience and customer success, meticulously harnessing the power of cutting-edge data, analytic, and AI and business analytics technologies across all mission activity platform. The Customer Success Lead shall accelerate the adoption of data-driven analytics, AI, and decision making across the DoD. The Customer Success Lead shall work with the PM and Chief Architect/Engineer to advocate for improvements that will improve customer satisfaction.
Requirements
- Possess a minimum of an active TS security clearance with SCI eligibility.
- Possess experience analyzing high tech systems, identifying improvements and advocating for changes that positively affect customer outcomes.
- Possess experience improving customer success for high tech platforms involving data analytics, AI/ML or decision support systems.
Nice To Haves
- Possess experience conducting Customer Relationship Management (CRM) using at least one commercial CRM capability.
- Possess experience in planning and designing communications strategies for a large organization.
- Possess experience in designing and delivering knowledge management documents and customer training courses either in person or online.
- Possess experience in using at least one commercial Content Management System (CMS).
- Possess a Bachelor’s Degree in a related discipline (e.g., Human Factors, Engineering, Computer Science, Sociology.
Responsibilities
- Establish and continuously drive an industry-leading standard of excellence in user experience and customer success
- Meticulously harnessing the power of cutting-edge data, analytic, and AI and business analytics technologies across all mission activity platform
- Accelerate the adoption of data-driven analytics, AI, and decision making across the DoD
- Work with the PM and Chief Architect/Engineer to advocate for improvements that will improve customer satisfaction
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
