Customer Success Manager

Company: Sev1Tech LLC
Location: Washington
Posted on: February 17, 2025

Job Description:

Overview/ Job ResponsibilitiesSev1Tech is looking for a Customer Success Manager that leads the Customer Success Team, providing direction to Technical Delivery Managers (TDMs). TDMs are dedicated to specific OIT customer user organizations with the responsibility to delight the customers and provide a positive experience while engaging with the ECIS platform.The Customer Success Team has two primary functions:

• Maintains active relationships with customers to ensure that project teams are meeting their needs and that their requests for new capabilities are understood and considered;
• Works across groups to help resolve conflicting requirements and priorities.Responsibilities include but are not limited to:
• Facilitates evaluation of ECIS technical requirements (including Directorate-specific one), determines resources needed to meet those requirements, and assigns Technical Delivery Managers (TDMs) to manage projects.
• Provides customer requirements to the Architecture, Engineering, and Integration Manager.
• Ensures that all TDMs pro-actively inform customers of new and improved service offerings.
• Reviews delivery progress across multiple projects.
• Develops success metrics that are relevant and timely, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements.
• Reports to the BPA (Blanket Purchase Agreement) Task Order PM (Program Manager).Minimum Qualifications
• At least ten (10) years of professional experience as a customer-facing consultant.
• Familiarity with Federal Government contracting, and demonstrable experience leading a customer-facing federal contract team.
• Eight (8 plus) years of experience overseeing the delivery of IT infrastructure and/or app projects and services.
• Extensive experience interacting with senior customers whose organizations consume IT services.
• Well-versed knowledge of cloud offerings from AWS, Azure, and Google, with demonstrable ability to explain the relative value of different cloud components or utilities.
• Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.
• Proven ability to manage multiple demands simultaneously.
• Demonstrated record of success motivating teams to deliver consistently high-quality customer service.
• Active Top Secret Security clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred.
• PMP certification.This position will typically be located in either Colorado Springs, CO, Stennis, MS, Chandler, AZ, National Capitol Region (NCR) or Remote where applicable. Candidates who meet the minimum qualifications, appropriate clearance level, and are geographically aligned (or have the ability to relocate) will be considered first.Desired Qualifications
• Agile certification.
• Cloud certification.
• DHS CBP clearance.About Sev1Tech LLCFounded in 2010, Sev1Tech provides IT, engineering, and program management solutions delivery. Sev1Tech focuses on providing program and IT support services to critical missions across Federal and Commercial Clients. Our mission is to build better companies, enable better government, protect our nation, and build better humans across the country.Join the Sev1Tech family where you can achieve great accomplishments while fostering a satisfying and rewarding career progression. Please apply directly through the website at: .For any additional questions or to submit any referrals, please contact: .Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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Keywords: Sev1Tech LLC, Washington DC , Customer Success Manager, Executive , Washington, DC