Customer Success Manager - Secret Clearance – 100% Remote

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:

Communication, Customer Service, Deliverables Management, Requirements Management

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT is seeking a Customer Success Manager to help support our DoW E-ICAM program. This is a fully remote position.

As a Customer Success Manager (CSM), 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 be working 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, challenging DoW environment is a must.

Meaningful work and personal impact:

• Support the 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 their positive experience  

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

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

• Develop or support development for 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 

  

REQUIRED QUALIFICATIONS:

• CLEARANCE: Active DoW SECRET Security Clearance

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

• YEAR’S EXPERIENCE: 8+ years’ experience and proven track record supporting IT customers as part of an enterprise environment by engaging with customers, troubleshooting customer issues, demonstrating how to perform a task(s).

• TECHNICAL SKILLS:

  • Experience troubleshooting system issues and errors, validating processes are working properly.

  • Experience briefing government customers and giving system demonstrations (showing how our system works).

  • Experience with deliverables, developing or supporting development; to include plans, processes, reports, briefs, training material, and user guides (i.e. PowerPoint slide decks, meeting minutes, test reports, requirement reports, etc).

  • Experience with facilitating success for customer-facing requirements, changes, events, incidents, or problems.

  • Familiarization with DoW customers and environments - how the DoW operates, chains of command, general knowledge of the various military branches, how to speak and interact with government personnel (military and civilian).

• SKILLS & ABILITIES:

  • Highly organized and able to manage multiple custom