Customer Success Manager

Overview

Description

Unleash Your Potential  deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer’s success. We empower our teams, contribute to our communities, and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

If this sounds like an environment where you can thrive, keep reading!

The Mission
— The Digital Modernization Sector has an exciting career opportunity for a Customer Success Manager (CSM) in Alexandria, VA to support the U.S. Coast Guard’s Cloud Modernization program. This role helps subscribers determine requirements, establish an onboarding plan, and work with Cloud engineers to onboard them to cloud services. The CSM will also run Project Management Reviews (PMRs) for systems in or onboarding into the Coast Guard Mission Cloud.

• Implement and continuously improve an onboarding process for applications, services, and systems to migrate into the Coast Guard Mission Cloud.
• Work closely with stakeholders to understand and translate requirements into detailed onboarding plans to be executed using Agile methods.
• Document dependencies, interfaces, workflows, and processes for both technical and non-technical stakeholders.
• Collaborate with the Scrum Master to track time, funding, materials, and stakeholders involved in Cloud onboarding projects.
• Maintain a well-managed repository of onboarding documentation aligned with the Knowledge Management System.
• Build and maintain team and federal government customer relations for consistent and timely communication of dependencies, issues, challenges, and progress.
• Create, analyze, and monitor customer issue reports.
• Continuously interact with internal stakeholders to ensure resources are allocated and customer issues are handled in a timely manner.
• Supply regular status updates for all escalated customer issues and evaluate escalation performance metrics.
• Provide regular reporting to internal program management and the customer as meetings, standardized deliverables, reports, and presentations.
• Prioritize and act upon escalations to ensure visibility, traction, and closure.
• Ensure the customer is heard throughout the escalation process and establish correct customer expectations for timely resolution.
• Collaborate with multiple teams implementing each component of the Mission Cloud onboarding to align with customer objectives and roadmaps, understand blockers, report status, and develop metrics.
• Champion efficiency, automation, and continuous optimization of resources and platform interoperability with existing systems.
• Continuously evaluate and recommend tools, technologies, and practices that enhance cloud and platform capabilities.
• Conduct special research and deep dives, identify trends, and generate reports that drive actions.
• Stay informed about industry trends and emerging technologies to adapt and evolve cloud strategies.
• Run PMRs for executive leadership detailing status of individual systems within the CG Mission Cloud and inform on Governance Review Board functions/processes.

• Minimum 10 years of combined professional experience in Cloud engineering and/or operations, and/or project management/customer success roles in a technical environment, especially Cloud.
• Bachelor’s degree in computer science, software engineering, STEM, IT, project management, or other relevant degree from an accredited institution.
• U.S. Citizen and current Public Trust, with ability to acquire Secret.
• Familiarity with cloud/hybrid cloud computing platforms and their services within various security domains.
• Thorough understanding of storage, compute, and throughput capabilities in a Cloud environment.
• Thorough understanding of hybrid and multi-cloud strategies and implementations.
• Thorough understanding of Azure and AWS functions, processes, and systems.
• Thorough understanding of cloud-native technologies, e.g., containers, Kubernetes, serverless computing.

• Prior experience working in a similar role for DOD components…