Customer Success Manager

Leidos•Aberdeen, MD

1d•Onsite

About The Position

Leidos has an exciting career opportunity for a Common Hardware Systems – Sixth Generation (CHS-6) Customer Success Manager to strengthen and advance relationships across the U.S. Army (Army), Department of Defense (DoD), and Federal government programs and agencies. CHS-6 is a $7.9B single award, Indefinite Delivery Indefinite Quantity (IDIQ), contract for the rapid procurement of total lifecycle system management solutions. The US Government customer, CHS Product Director (PdD CHS), is a mandatory source for all Commercial Information Technology hardware for tactical and operational requirements. PdD CHS supports Army, DoD, and other Federal and Governmental programs and agencies’ requirements to acquire highly flexible, cost-effective, common, and simplified non-developmental Command, Control, Communications, Computers, Combat Systems, Intelligence, Surveillance, and Reconnaissance (C5ISR) solutions. provides this cross-cutting capability allowing individual programs to garner efficiencies through streamlined common hardware configurations while supporting broader strategic goals and initiatives. Leidos is dedicated to solving our customers’ most vexing challenges. As the prime contractor, Leidos is responsible for contractor-provided equipment and services including Task Orders (TO), Delivery Orders (DO), Basic Purchase Orders (BPO), Technology Insertions (TI), system integration/installation, testing, studies, analyses, logistics support, and engineering support. Job Summary The Customer Success Manager supports CHS-6 Program within the Supply Chain Solutions Division. Supply Chain Solutions Division delivers value deep into customer organizations; advancing best-in-class commercial software & artificial intelligence to modernize global logistics, accelerate procurement planning & process, and enhance the customer experience by rapidly equipping warfighter logisticians with smart capabilities that deliver transparent, efficient & intuitive outcomes on time at speed & scale. This role is focused on building strong customer relationships with the US Army with specific expertise in the Aberdeen Proving Ground (APG), in-person prospecting, customer visits onsite relationship building.

Requirements

Bachelor’s degree with 12+ years of relevant experience. Additional experience may be considered in lieu of a degree.
US Citizenship; Ability to obtain or currently possess an active DoD Secret security clearance.
Experience in program management, product management, business management, engineering and business development.
Ability to manage multiple complex demands concurrently.
Established/proven working relationships across the US Army, Intelligence, Surveillance, Reconnaissance and Airborne communities - to include an understanding of competitors’ capabilities, key players and decision makers and likely strategies within that market.
Experience with programs in the US Government contracting industry.
Demonstrated collaboration with other internal corporate business areas and external partnerships to bring best-in-class solutions.
Experience in identifying potential partners, developing teaming agreements and working with other team members to develop a total integrated business solution.
In depth experience with the operational requirements of customer base.
Experience supporting business development efforts through customer engagement and collaboration with growth teams.
Ability to gain internal consensus support; operate independently without supervision or feedback; conceive new and innovative ideas and solutions; predicting potential outcomes, and determine which alternative course of action to follow.
Ability to establish professional, constructive relationships with technical and functional staff, managers, and peers within the Division, Business Area, Sector, and across Leidos organizations.
Outstanding written and verbal communication skills are essential and should be able to adapt communication style to suit different audiences.

Nice To Haves

United States Armed Services Veteran.
Technical degree or advanced degree, Masters, Business Administration preferred.
Deep understanding of and background in the defense industry.
Proven success in building and sustaining strategic partnerships across government and industry.

Responsibilities

Identify and develop program specific strategy for C5ISR solutions that support Annual Operating Plan targets, achieve revenue and profitability outcomes.
Identify, secure, and develop new business leads while maintaining existing client relationships.
Contribute to the sales pipeline and forecasting process to ensure accuracy.
Maintain strong relationships with key clients and strategic accounts.
Manage and support revenue growth by identifying opportunities for product expansion or upselling within existing accounts and developing new relationships by possible equipment / product cross-selling opportunities.
Facilitate resolution for escalated customer issues to ensure customer satisfaction/ retention.
Establish and maintain product knowledge in the C5ISR industry.
Collaborate with operations teams to align capacity, lead times, and customer expectations.
Prepare and present business reviews focusing on product metrics, user engagement and ROI updates to senior leadership.
Partner with internal Leidos teams across the enterprise to propose and deliver solutions; successfully collaborate in both a functional and larger corporate matrix organization.
Monitor market trends, customer preferences, and competitor activity.
Prepare and present proposals to prospective clients and secure leads.
Provide support to CHS customers in communication campaigns highlighting the program’s capabilities and achievements
Identify opportunities to expand existing client relationships and drive organic growth through customer engagement and collaboration with internal growth teams.