Customer Success Manager

Leidos•Alexandria, VA

10d

About The Position

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer’s success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. If this sounds like an environment where you can thrive, keep reading! The Digital Modernization Sector has an exciting career opportunity for a Customer Success Manager (CSM) in Alexandria, VA to support the U.S. Coast Guard’s Cloud Modernization program. This role is instrumental in helping subscribers to the Coast Guard determine requirements, establish an onboarding plan, and work with Cloud engineers to onboard them to cloud services. The Customer Success Manager will also run Program Management Reviews (PMRs) for the systems in and/or onboarding into the Coast Guard Mission Cloud.

Requirements

Minimum 10 years of combined professional experience in Cloud engineering and/or operations, and/or project management/customer success roles in a technical environment, especially Cloud
Bachelor’s degree in computer science, software engineering, STEM, IT, project management, or other relevant degree from an accredited institution
U.S. Citizen and current Public Trust, with ability to acquire Secret
Familiarity with cloud/hybrid cloud computing platforms and their services within various security domains
Thorough understanding of storage, compute, and throughput capabilities in a Cloud environment
Thorough understanding of hybrid and multi-cloud strategies and implementations
Through understanding of Azure and AWS functions, processes, and systems
Thorough understanding of cloud-native technologies, e.g containers, Kubernetes, serverless computing

Nice To Haves

Prior experience working in a similar role for DOD components and/or U.S. Coast Guard Cloud environments
Extensive experience in helping system owners migrate services into a Cloud environment in a technical, project management, and/or customer success role
Advanced Cloud certification(s)
PMI Project Management Professional (PMP)
Customer Success certification
Strong experience in Cloud architecture, systems integration, platform services, and middleware

Responsibilities

Implement and continuously improve an onboarding process for applications, services, and systems to migrate into the Coast Guard Mission Cloud.
Work closely with stakeholders to understand and translate requirements into detailed onboarding plans to be executed using Agile methods
Document dependencies, interfaces, workflows, and processes for both technical and non-technical stakeholders
Work with the Scrum Master to track time, funding, materials, and stakeholders involved in Cloud onboarding projects
Keep a well-managed repository of onboarding documentation in alignment with our Knowledge Management System
Build and maintain team and federal government customer relations for consistent and timely communication of dependencies, issues, challenges, and progress
Create, analyze, and monitor customer issue reports.
Continuously interact with internal stakeholders to ensure appropriate resources have been allocated and customer issues are being actively handled in a timely manner.
Supply regular status updates for all escalated customer issues.
Evaluate and report on escalation performance metrics.
Provide regular reporting to internal program management and the customer in the form of meetings, standardized deliverables, reports, presentations
Prioritize and act upon escalations to ensure visibility, traction, and ultimate closure.
Ensure customer is heard throughout the escalation process.
Establish correct customer expectations and enforce timely resolution through effective internal and external communication.
Collaborate with multiple teams responsible for implementing each component of the Mission Cloud onboarding to ensure their alignment with customer objectives and roadmaps, and to understand blockers, report status, and develop relevant metrics
Champion for efficiency, automation, continuous optimization of resources, enhanced platform/cloud services, seamless interoperability, and integration with existing platforms.
Continuously evaluate and recommend existing and emerging tools, technologies, and practices that enhance the cloud and platform capabilities, driving continuous improvement and innovation.
Conduct special research and deep dives, identify trends, and generate reports that drive actions
Stay informed about industry trends and emerging technologies to proactively adapt and evolve our Cloud strategies.
Run Project Management Reviews (PMRs) for executive leadership detailing status of individual systems within the CG Mission Cloud
Inform on Governance Review Board functions/processes