Customer Success Manager (Remote)

Company Overview

TestPros is a successful and growing business, established in 1988 to provide Information Technology (IT) technical support services to a wide range of Commercial and U.S. Federal, State, and Local Government customers. Our capabilities include Program Management, Program Oversight, Process Audit, Intelligence Analysis, Cyber Security, Zero Trust, Resiliency, CMMC and NIST SP 800-171 Assessment and Compliance, NIST 800-53 ATO Compliance, Computer Forensics, Software Assurance, Software Testing, Test Automation, Section 508 and WCAG Accessibility Assessment, Localization Testing, Independent Verification and Validation (IV&V), Quality Assurance (QA), Compliance, and Research and Development (R&D) services.

TestPros delivers innovative independent IT assessment solutions to critical challenges facing the nation and the world.  We support the U.S. Federal Government and Commercial clients within the continental USA. TestPros is dedicated to making lives better, safer and more secure.

Job Summary

TestPros is seeking a self motivated Customer Success Manager (CSM) who can build strong client relationships, deliver value through our IT Services solutions, and drive client satisfaction across our growing base of Commercial and State/Local government customers. This role is critical to ensuring a smooth client journey, successful service delivery, and ongoing client success, and repeat business.

The CSM is a key player within the company. The successful candidate for this position will bring a thirst for knowledge and a strong work ethic.

This position requires a person who can perform in the following roles:

• Account Management
• Technical Staff Liaison
• Delivery Management
• Sales Support
• Contracts

We need someone who thrives in a small business environment and has experience and/or exposure with Microsoft apps (Word, Excel, SharePoint, etc.) and CRM systems such as HubSpot. The candidate must also be a strategic thinker who can help us craft and document technical solutions and processes in our proposals.

Responsibilities:

• Contribute to the successful delivery of a portfolio of consulting services and product implementation projects.
• Act as the primary point of contact for assigned clients, fostering long-term trusted relationships.
• Conduct Technical Scoping and Requirements Reviews with client stakeholders.
• Work with our Technical Experts to successfully deliver our services.
• Lead project status meetings and deliver associated reports.
• Help our customers align their IT initiatives with compliance frameworks (e.g., Section 508/WCAG, NIST 800-171, CMMC 2.0, PCI, HIPAA, etc.).
• Proactively identify customer needs and support growth opportunities.
• Work with our clients’ product development teams to establish accessibility and cybersecurity practices.
• Provide technical sales support through a consultative sales process.
• Participate in proposal development and reviews.
• Manage our customer contacts and fulfillment processes via tools such as HubSpot CRM.
• Provide timely responses to new and existing customer inquiries.
• Prepare and distribute meeting agendas.
• Assist with quarterly and yearly account planning, including projections and budgeting.
• Assist Account Managers with preparation for client meetings.
• Help our customers implement and enforce NIST 800-53 ATO, NIST 800-171 / CMMC, DFARs, and IT accessibility requirements (WCAG, Section 508).
• Develop, cultivate, and manage client relationships.
• Perform other duties as assigned.

Required Skills and Experience:

• U.S. Citizenship is required.
• Ability to learn quickly and apply your skills to this role.
• Applicants selected will be subject to a security background investigation and may need to meet eligibility requirements for access to classified information.
• Excellent customer relations and sales skills, with the ability to clearly communicate benefits and processes to prospective customers.
• High responsiveness to customer requests and inquiries.
• Customer/Account Management (Technical Sales) experience, including the ability to elicit customer requirements and develop Technical/Cost proposals to fulfill those requirements.
• Ability to learn to scope and price IT Security and IT Accessibility projects.
• Ability to learn proposal writing and proposal content contribution.
• Knowledge and experience in one or both of the following disciplines is a plus:
  • IT Se