Program Manager - Customer Success Operations Senior

Akira Technologies Inc.•Washington, DC

10d•$120,000 - $160,000•Onsite

About The Position

Akira Technologies is seeking a highly experienced Program Manager – Customer Success Operations Senior to lead enterprise-wide customer success, stakeholder engagement, and operational planning activities supporting the Department of Defense's Advana platform. This position will be responsible for developing and governing Customer Success Operations Plans, managing stakeholder relationships across multiple security domains, and driving strategic engagement initiatives that enhance customer adoption, mission effectiveness, and enterprise value. The ideal candidate will possess extensive experience supporting large-scale federal programs, leading cross-functional teams, and engaging senior government stakeholders across classified and unclassified environments. This is an onsite work reporting to client locations in Washington, DC. Candidates local to the DC Metro Area are ideal. Also, this requires security clearance of Top Secret or higher.

Requirements

Security clearance of Top Secret or higher.
Bachelor's degree in Business Administration, Program Management, Information Systems, Public Administration, Communications, or a related field. Master's degree preferred.
Minimum of 10 years of experience managing complex federal programs, customer success operations, stakeholder engagement, strategic communications, or related functions.
Demonstrated experience supporting Department of Defense or other Federal Government programs.
Experience developing operational plans, stakeholder engagement strategies, and customer relationship management frameworks.
Experience working across classified and unclassified environments, including NIPRNet, SIPRNet, and/or JWICS.
Strong analytical skills with experience developing metrics, dashboards, and performance reporting.
Proven ability to communicate effectively with senior executives, military leaders, and technical stakeholders.
Experience leading cross-functional teams and coordinating activities across multiple organizations.

Nice To Haves

Experience supporting Advana, data analytics platforms, digital transformation initiatives, or enterprise data environments.
Familiarity with Customer Relationship Management (CRM) tools and stakeholder engagement platforms.
Experience supporting Artificial Intelligence, Data Analytics, Cybersecurity, or Enterprise IT programs within the Department of Defense.
Project Management Professional (PMP), Program Management Professional (PgMP), or similar certification preferred.

Responsibilities

Develop, maintain, and govern the Advana Customer Success Operations Plan by capturing all Performance Work Statement (PWS) requirements and aligning operational objectives across Unclassified, Secret, and Top Secret environments operating on NIPRNet, SIPRNet, and JWICS.
Draft and maintain Customer Success Operations Plans that define task execution strategies, operational objectives, performance measures, and domain-specific execution methodologies that support Advana customer needs.
Establish and manage iterative review cycles for Customer Success Operations Plans in accordance with Government direction to ensure flexibility, traceability, and responsiveness to evolving mission requirements.
Lead the development and execution of an enterprise Stakeholder Management Plan supporting Combatant Commands, Joint Staff organizations, Senior Executive Service (SES) leaders, Department of Defense organizations, interagency partners, and non-governmental mission stakeholders.
Design and implement cradle-to-grave stakeholder engagement workflows, communication strategies, outreach activities, and operational touchpoints that strengthen customer relationships, mission alignment, and service delivery.
Establish and continuously drive an industry-leading standard of excellence in customer success, stakeholder engagement, and user experience across the Advana ecosystem by leveraging advanced data, analytics, artificial intelligence, and business intelligence capabilities to maximize mission outcomes.
Develop strategic engagement plans that include recurring outreach cycles, technical demonstrations, communications campaigns, mission-focused messaging, and awareness initiatives that expand adoption of Advana capabilities and services.
Make strategic recommendations that accelerate the adoption of data-driven analytics, AI-enabled solutions, and informed decision-making across Department of Defense and Chief Digital and Artificial Intelligence Office (CDAO) mission activities.
Partner with Program Managers, Chief Architects, Engineers, platform teams, data teams, artificial intelligence specialists, cybersecurity personnel, and systems operations teams to synchronize stakeholder engagement activities and advocate for platform improvements that enhance customer satisfaction, mission effectiveness, and operational efficiency.
Serve as the senior customer success lead for enterprise stakeholders, ensuring customer feedback, operational requirements, and mission priorities are translated into actionable recommendations that drive continuous improvement, innovation, and increased user adoption.
Develop performance metrics, reporting frameworks, and analytical methodologies to measure stakeholder engagement, outreach effectiveness, customer satisfaction, service adoption, customer sentiment, and overall program impact.
Monitor customer participation and sentiment through quantitative and qualitative measures and provide actionable recommendations to leadership.
Produce executive-level dashboards, reports, briefings, presentations, communication artifacts, and decision-support materials that improve enterprise alignment, strengthen customer adoption, and demonstrate Advana program value.
Communicate effectively with senior government leaders, military personnel, technical teams, and mission partners to support strategic objectives and operational success.

Benefits

Multiple options for medical plans (some with Health Savings Account)
Dental plans
Vision coverage
401(k) plan with employer match
Paid time off, including vacation and sick time
Holidays
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Critical illness insurance
Tuition, training, and certification reimbursement for professional development and career advancement