Customer Success Manager - Secret Clearance – Fort Meade (Hybrid)
About The Position
As a Customer Success Manager for our ICAM program, you will be responsible for advocating, supporting, facilitating, and other related activities that help ensure a positive experience for solution clients and end-users during implementation, solution delivery, and operations of hosted customer applications. You will be working day-to-day with internal and external customers and stakeholders, including operators, end-users, engineering, development, integration, and program stakeholders. You will ensure that CSM activities are performed in accordance with program objectives, policies, regulations, and requirements.
Requirements
- 8+ years’ experience and proven track record supporting IT customers as part of an enterprise environment
- Active DoD Security Clearance of SECRET, or higher
- Familiarization with DoD customers and work environments
- Bachelor’s Degree (or equivalent experience)
- Highly organized and able to multi-task
- Excellent communication and interpersonal skills
- Self-driven and proactive nature
- US Citizenship Required
Nice To Haves
- CompTIA Security+ certification, or higher for IAT Level II DoD 8570 certification
Responsibilities
- Active engagement with the program customer, providing expert guidance through their lifecycle with the program, from onboarding to supporting production operations
- Provide scheduling and integration support as necessary for customer changes within the ICAM production solution
- Advocate for the customer to help ensure their positive experience
- Help clients take full advantage of program offerings and maximize business growth opportunities
- Establish, manage, and sustain positive business relationships with customers
- Develop or support development for products such as plans, processes, reports, briefs, training material, user guides
- Facilitate success for customer-facing requirements, changes, events, incidents, or problems
- Conduct demonstrations of delivered solution capabilities
- Assist with the planning of customer-facing services, features, and capabilities
- Work with senior leadership both internal and external on planning and executing tasks using Agile methodologies
- Participate in Scrum calls
- Develop and manage client portfolios
- Analyze customer requirements and emerging needs to anticipate and provide solutions
- Provides expert guidance and leadership to less-experienced colleagues
- May serve as team or task lead. (Not a people manager)
- Other related duties as required
Benefits
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Community: Award-winning culture of innovation and a military-friendly workplace
- Variety of medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- Short and long-term disability benefits
- Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
Associate degree
