IT Business Analyst & Customer Success Manager; Consultant, Business & Product Delivery

Job Requirements (Consultant, Business & Product Delivery)

We are seeking a IT Business Analyst & Customer Success Manager as part of our Consultant, Business & Product Delivery career path to help customers successfully adopt and maximize the value of a large federal agency’s enterprise data modernization initiative. This opportunity supports a cloud-native data platform that delivers platform engineering, cloud infrastructure, data engineering, governance, and AI/ML capabilities to modernize enterprise data services.

Rather than supporting a single application, this work builds the shared technology foundation that enables secure, scalable, and data-driven decision-making across the agency. As the primary customer advocate, you’ll partner with stakeholders throughout the customer lifecycle—leading onboarding, training, adoption, and continuous engagement while translating customer feedback into meaningful improvements for both the platform and the overall customer experience. This is a fully remote role.

We are seeking a IT Business Analyst & Customer Success Manager as part of our Consultant, Business & Product Delivery career path to help customers successfully adopt and maximise the value of a large federal agency’s enterprise data modernization initiative. This opportunity supports a cloud-native data platform that delivers platform engineering, cloud infrastructure, data engineering, governance, and AI/ML capabilities to modernize enterprise data services.

Rather than supporting a single application, this work builds the shared technology foundation that enables secure, scalable, and data-driven decision-making across the agency. As the primary customer advocate, you’ll partner with stakeholders throughout the customer lifecycle—leading onboarding, training, adoption, and continuous engagement while translating customer feedback into meaningful improvements for both the platform and the overall customer experience. This is a fully remote role.

At Fearless, this Consultant role requires versatility and collaboration across teams and stakeholders to maximize value delivery and adoption. The role ensures alignment of product strategy with client goals, facilitates agile ceremonies and continuous improvement, and provides critical business and functional analysis to deliver high-quality, user-centered solutions. This role will possess and/or develop the skills to be able to span the domains of product management, scrum leadership, and business analyst at a practical application level of proficiency.

This Consultant role will work on projects that allow them to support agile software development teams and client organizations.

• Lead customer lifecycle management activities from intake and onboarding through adoption, ongoing support, and customer success.
• Manage customer relationships and serve as the primary liaison between customer teams and platform engineering and delivery teams.
• Develop and maintain knowledge base articles, FAQs, quick-start guides, job aids, videos, and other training materials to support customer adoption.
• Deliver platform training covering governance, analytics workflows, platform tools, and data best practices tailored to customer needs.
• Conduct surveys, interviews, and feedback sessions to gather customer insights and feed recommendations into intake and product planning.
• Design and maintain dashboards and KPI reporting to track adoption, utilization, satisfaction, training impact, intake cycle times, and operational outcomes.
• Coordinate support activities and change management initiatives to improve customer…