ICAM Customer Success Manager - Hybrid Maryland

Public Trust: None

Requisition Type: Regular

Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

GDIT is seeking a Customer Success Manager to support our Identity, Credential, and Access Management (ICAM) program in Fort Meade, Maryland. This is a hybrid position that will require some onsite support.

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

• 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 & ABILITIES: Highly organized and able to manage multiple customer accounts;
  Excellent communication and interpersonal skills;
  Self-driven and proactive nature
• LOCATION: HYBRID – working several days a week in the Fort Meade, MD office

• 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 technology you can learn from
• Rest and recharge with paid vacation and holidays

• Years of
  
  Experience:
  
  5 + years of related experience
• Certification: (may vary based on technical training, certification(s), or degree)
• Travel Required:
  
  25-50%
• Citizenship: U.S. Citizenship Required