ANR - Vice President of Customer Success

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ANR - Vice President of Customer Success
Fully Remote
• Remote Worker - US Only
• SA-Tech

Full-time

Alaska Northstar Resources (ANR) is seeking a dynamic Vice President of Customer Success to ensure our customers receive exceptional value while championing the ANR brand and the Shee Atiká Inc (SAI) family of companies’ model. ANR is a part of the SAI Information Technology (SA-IT) group of companies. The candidate will lead customer success initiatives while actively driving expansion of services provided by ANR and other SA-IT companies utilizing existing contracts, 8(a) direct awards, SBIRs, or other contracting mechanisms.

The VP will monitor customer needs, work with the customer to find a contacting mechanism to drive work to ANR and if needed to collaborate with the BD team to shape customer solicitation in favor of ANR. The role focuses relationships to drive retention, organic growth, and positioning ANR and the SA-IT entities for long-term success in both existing and emerging markets.

• Build and maintain strong, trust-based relationships with key stakeholders across federal agencies
• Build and maintain relationships with senior government and industry leaders
• Develop and execute strategies to retain existing customers and contracts
• Enhance customer engagement through personalized outreach and exceptional service
• Develop customized success plans aligned with customer and contract objectives
• Partner with VP of Strategic Growth and BD team on customer engagement and growth strategies
• Identify and pursue opportunities to expand scope and value within current contracts
• Monitor and analyze competitive opportunities in the federal marketplace
• Shape capture strategies for RFIs/RFPs
• Collaborate on new business development for newly formed 8(a) companies, leveraging ANC direct award opportunities
• Utilize CRM tools and other available data analytics and reporting to optimize performance and inform decisions
• Establish methods to gather and analyze customer feedback for continuous improvement
• Establish and support regular customer engagement touchpoints across all contracts;
  These engagements should be set for both in person and virtual with expectation of at least one on site customer visit annually and no less than quarterly virtually.
• Track contract status and develop follow-on strategies
• Shape organic growth opportunities through existing relationships and partnerships
• Support proposal development and capture activities as needed
• Provide expert advice on federal acquisition strategies, contract vehicles, and procurement processes to guide customers effectively
• Work closely with operations to ensure seamless service delivery and customer satisfaction
• Establish KPIs and regularly report on customer retention metrics, growth opportunities, and satisfaction levels

• Candidate must be a U.S. Citizen
• Candidate must have a bachelor’s degree in a related field
• Candidate must have at least 10 years of experience in federal contracting, including experience in capture and business development; proposal management is a plus, demonstrated success in winning new business and growing existing accounts, and the ability to engage senior business and government leaders.
• Proven experience in customer success, account management, or business development within the federal contracting space
• Strong leadership and independent work capabilities
• Exceptional interpersonal and communication skills with a track record of building long-term client relationships
• Strategic thinker with the ability to identify growth opportunities and drive execution
• Ability to travel up to 25%
• Excellent business and technical writing skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)

• 15+ years of federal contracting experience
• Experience working with or for Alaskan Native Corporations or other 8(a) entities
• Experience with geographically distributed teams and multiple programs
• Knowledge of federal contracting lifecycle (RFI, RFP, proposal, negotiation, execution)
• Existing relationships with DoD and Fed Civ agencies (e.g.,…