ICAM Customer Success Manager

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Secret

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Functional Experts

Job Qualifications:

Skills:

Analytical Thinking, Business Process Improvements, Customer Service, Planning, Requirements Definition

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT is seeking a REMOTE Customer Success Manager to support our Identity, Credential, and Access Management (ICAM) program. 

As a Customer Success Manager, you will be responsible for advocating, supporting, facilitating, customer activities that help ensure a positive experience for ICAM clients and end-users during implementation, solution delivery, and operation of hosted customer applications.   You will work daily with internal and external customers and stakeholders, including operators, end-users, engineering, development, integration, and program stakeholders.  You will ensure that CSM activities are performed in accordance with program objectives, policies, regulations, and requirements. The ability to work in a fast-moving and challenging DoD environment is a must.   

How the Customer Success Manager will make an impact:

• Support onboarding efforts of Mission Partners onto the ICAM Solution 

• Analyze customer requirements and emerging needs to anticipate and provide solutions 

• Analyze reported issues and support the engineering team to facilitate data capture and resolution 

• Provide verification of ICAM capabilities in support of Mission Partner Requirements 

• Active engagement with the customer, providing expert guidance through their lifecycle with the program, from onboarding to supporting production operations 

• Provide scheduling and integration support as necessary for customer changes within the ICAM production solution 

• Advocate for the customer to help ensure a positive experience  

• Help clients take full advantage of program offerings and maximize business growth opportunities 

• Establish, manage, and sustain positive business relationships with customers 

• Support the development of program deliverables such as plans, processes, reports, briefs, training material, and user guides 

• Facilitate success for customer-facing requirements, changes, events, incidents, or problems 

• Conduct demonstrations of delivered solution capabilities 

• Assist with the planning of customer-facing services, features, and capabilities 

• Work with senior leadership, both internal and external, on planning and executing tasks using Agile methodologies 

• Participate in Scrum calls 

• Develop and manage client portfolios 

• Provides expert guidance and leadership to less-experienced colleagues 

• May serve as team or task lead. (Not a people manager) 

• Other related duties as required in alignment with objectives and initiatives 

  

WHAT YOU’LL NEED TO SUCCEED – REQUIRED:

• CLEARANCE: Active DoD SECRET security clearance or higher 

• EDUCATION: Bachelor’s Degree (or equivalent experience)  

• YEAR’S EXPERIENCE: 5+ years’ experience

• TECHNICAL SKILLS:

• ----- Proven track record supporting IT customers as part of an enterprise environment

• ----- Analyzing customer requirements and emerging needs to anticipate and provide solutions 

• ----- Familiarization with DoD customers and environments 

• SKILLS & ABLITIES:

• ----- Highly organized and able to manage multiple customer accounts 

• ----- Excellent communication and interpersonal skills 

• ----- Self-driven and proactive nature 

• LOCATION:  Remote (must reside in the CONUS)

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technol