Customer Success Manager - Washington DC

VetJobs•Washington, DC

1d•$140,000 - $150,000•Onsite

About The Position

Quantum Sky is seeking a Customer Success Manager to support new and existing Security Operations Center (SOC) Services customers. The role calls for strong attention to detail, organization, deadline management, adaptability, and collaboration, along with professionalism when engaging with customers’ senior leaders. The Customer Success Manager serves as a central point of contact, promotes customer satisfaction and business growth, and coordinates project execution and service delivery across customer and internal teams.

Requirements

Experience in client-facing roles.
At least 5 years of project management experience.
Bachelor's degree.
Proven ability to organize, structure, and create cross-functional efforts, projects, and programs.
Ability to add value quickly in cross-functional team environments.
Ability to work independently, make sound decisions, and support recommendations through analytical reasoning and effective communication.
Ability to adapt to a changing environment.
Experience balancing demands from multiple customers simultaneously.
Experience participating in and setting engagement objectives and scope.
Experience developing work plans for engagement components, coordinating activities across work streams, and identifying scope changes.
Experience designing deliverable content to reflect engagement contracts and client needs, and improving deliverable quality through verification and validation.
Experience using Atlassian products, including Jira and Confluence, for project management, task tracking, and knowledge management.

Nice To Haves

PMP certification.
Knowledge of best practices and fundamental components of effective shared services and cybersecurity programs, including techniques, tools, and processes.
Experience supporting continuous improvement initiatives and performance reporting in a managed service context.

Responsibilities

Establish, document, and improve processes for onboarding new customers and onboarding existing customers to new services.
Facilitate customer relationships to promote satisfaction and sustain and expand business opportunities.
Communicate proactively with clients to clarify requirements and assess project progress regularly.
Lead and participate in meetings and discussions, serving as the central point of contact for each customer.
Evaluate customer SOC program requirements, capability gaps, and opportunities to use available services to address those gaps.
Prepare and present written communications, plans, reports, briefings, and background materials for client executive management teams.
Establish, document, and manage project and sustaining-activity scope, schedules, resource allocation, costs, and expense tracking to support successful execution and on-time deliverables.
Identify, document, and communicate project problems, risks to performance, cost, or delivery schedules, and opportunities for improvement.
Develop adoption roadmaps and project schedules in collaboration with subject matter experts.
Identify opportunities to provide new services or product ideas to current customers.
Create repeatable processes and templates to improve efficiency and consistency in service delivery.
Coordinate with internal engineering, IT, and cyber defense monitoring teams and support their efforts.