Government Technical Lead

IdeaScale•Washington D.C., DC

About The Position

The Government Technical Lead is a critical role that blends the expertise of a technical implementation and training specialist with the strategic relationship management of a Customer Success Manager. This individual is responsible for ensuring a seamless onboarding experience, driving rapid adoption, and fostering long-term customer success. They will guide customers through comprehensive training, technical support, relationship and project management.

Requirements

As a result of a government contract in which this position will be involved, this role requires U.S. citizenship.
Federal, State, Local Government contracting and project management experience within software companies.
Expected to maintain flexible 4 hours overlap with US East Coast (EST) and 2 hours with CET or as needed to build client relationships.
English proficiency is required. Written and verbal fluency.
Excellent communication, presentation (PowerPoint, Slides), and interpersonal skills.
Proven experience in both implementation/technical training and customer success management.
Strong project management skills, with the ability to manage multiple projects simultaneously.
Strong Artificial Intelligence application proficiency and the ability to quickly learn new software, platforms and integrations.
Customer-centric mindset with a passion for helping customers succeed.
Ability to work independently and as part of a team. This includes reliable internet connection for periodic video conferences.
Understanding of SaaS business models.
Ability to create simple training documents and videos using Zoom and Scribe.

Nice To Haves

A plus if you worked with the Department of War, USCG, NIH or FDA.
Experience with HubSpot customer success platforms.

Responsibilities

Implementation & Onboarding
Technical Project Management: Lead and manage the end-to-end implementation process, ensuring projects are delivered on time, within scope, and to the customer's satisfaction.
Requirements Gathering: Collaborate with customers to understand their unique needs, workflows, and business goals, translating them into actionable implementation plans.
Technical Configuration: Configure and customize the software/platform to meet customer requirements, ensuring optimal performance and functionality.
Day to Day Troubleshooting: Provide technical support and resolve implementation-related issues promptly.
Data Migration & Integration: Oversee data migration and integration processes, ensuring data integrity and accuracy when appropriate
Documentation: Create and maintain comprehensive implementation documentation, including project plans, configuration guides, and troubleshooting resources.
Training & Enablement
Develop Training Programs: Co-design with Professional Services and deliver engaging and effective training tailored to different user roles and proficiency levels.
Create Training Materials: Develop and refine comprehensive training materials, including user guides, video tutorials, and knowledge base articles.
Conduct Training Sessions: Facilitate live training sessions (virtual and in-person), workshops, and webinars.
Ongoing Education: Provide ongoing education and support to ensure customers are maximizing the value of the platform, especially as new features are launched.
Relationship Management
Relationship Management: Build and maintain strong, long-term relationships with key customer stakeholders.
Strategic Account Planning: Co-develop and execute strategic account plans, in close collaboration with account executives, outcomes leaders and Professional Services, to drive customer adoption, retention, and growth.
Proactive Communication: Proactively communicate with customers, providing regular updates, best practices, and industry insights.
Customer Advocacy: Act as a trusted advisor and advocate for the customer within the organization.
Value Realization: Help customers achieve their desired outcomes and demonstrate the value of the platform.
Adoption & Engagement: Monitor customer usage and identify opportunities to increase adoption and engagement.
Feedback Collection: Gather customer feedback and insights to drive product improvements and enhance the customer experience.
Performance Tracking: Track and report on key customer success metrics, such as adoption rates, customer satisfaction, and retention.
Risk Mitigation: Identify and mitigate potential risks to customer satisfaction and retention.
Customer Health Monitoring: Monitor and report on customer health, and create action plans to address at-risk accounts.