Sr. Customer Experience Manager

Sr. Customer Experience Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

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CACI is seeking a Senior Customer Experience Manager for our US Air Force Cloud One Enterprise Application Modernization and Migration contract. This role will be the primary point of contact for all migrating applications and their mission owners, as well as lead engagement efforts across the Department of the Air Force to market Cloud One migration and build a robust pipeline of application migrations. 

The ideal candidate will have a strong background in customer relationship management, cloud technologies, and government operations, with the ability to effectively communicate complex technical concepts to diverse stakeholders. This role requires a unique combination of customer relationship skills, technical understanding, and strategic thinking to drive successful adoption of Cloud One migration services across the Department of the Air Force. 

Key responsibilities include: 

• Serve as the primary liaison between the Cloud One program and application mission owners throughout the migration process. 

• Develop and maintain strong relationships with key stakeholders across the Department of the Air Force. 

• Create and execute marketing strategies to promote Cloud One migration services within the Air Force. 

• Build and manage a pipeline of application migration opportunities. 

• Coordinate with technical teams to ensure smooth onboarding and migration of applications. 

• Develop and deliver presentations, workshops, and training sessions on Cloud One benefits and processes. 

• Gather and analyze customer feedback to continuously improve the migration experience. 

• Collaborate with program management to align customer experience initiatives with overall program goals. 

• Develop and track key performance indicators (KPIs) related to customer satisfaction and migration success. 

• Stay current with cloud migration trends and best practices to provide informed guidance to customers. 

• Work with the technical teams to automate the customer experience, marketing, and communications processes to the fullest extent possible while incorporating ML/AI. 

• Lead, mentor, and develop a diverse team of professionals and managers, fostering a culture of excellence and continuous improvement for a large organization of professionals. 

You’ll Bring These Qualifications 

• Bachelor's degree in Business, Marketing, Computer Science, or related field. 

• 8+ years of experience in customer relationship management, preferably in IT or government sectors. 

• Strong understanding of cloud technologies and migration processes. 

• Excellent communication and presentation skills. 

• Proven track record in building and maintaining strategic relationships. 

• Experience in marketing and business development within government contexts. 

• Familiarity with US Air Force or DoD organizational structures and processes. 

• Strong project management and organizational skills. 

• Ability to translate complex technical concepts into easily understood terms for non-technical audiences. 

• Pr