Customer Success Manager - Secret Clearance - Fort Meade; On-site

Program Analyst Principal

As a Customer Success Manager for our ICAM program you will be responsible for advocating, supporting, facilitating, and other related activities that help ensure a positive experience for solution clients and end-users during implementation, solution delivery, and operations of hosted customer applications. You will be working day-to-day 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. In this role, a typical day will include:

• Active engagement with the program 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 products such as plans, processes, reports, briefs, training material, 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
• Analyze customer requirements and emerging needs to anticipate and provide solutions
• 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

Required Qualifications:

• 8+ years' experience and proven track record supporting IT customers as part of an enterprise environment
• Active DoD Security Clearance of SECRET, or higher
• Familiarization with DoD customers and work environments
• Bachelor's Degree (or equivalent experience) in Communications
• Highly organized and able to multi-task
• Excellent communication and interpersonal skills
• Self-driven and proactive nature

Desired

Qualifications:

• CompTIA Security+ certification, or higher for IAT Level II DoD 8570 certification

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