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Director of Delivery and Customer Service

3 months ago

Leesburg, United States Centennial Technologies Inc Full time

**Job Title**: Director of Client Delivery and Customer Service

**Location**: Leesburg, VA

**Job Type**: Full-time

**Overview**:
**Key Responsibilities**:

- Develop and nurture strong customer relationships, serving as a trusted partner and primary point of contact for key customers within the federal civilian sector.
- Provide exceptional customer support and advocate cross-functional support on behalf of the customer within Centennial to ensure client satisfaction and address customer needs and challenges.
- Collaborate with internal program or project teams, based on customer feedback, to identify opportunities for expanding Centennial services to meet evolving customer requirements.
- Develop and execute strategies to enhance customer success and retention, tailored to individual customer needs and challenges.
- Stay updated on industry trends, regulations, and best practices to effectively inform customer support strategies and initiatives.
- Collaborate with technology teams to prioritize and execute Generative AI initiatives that will deliver innovation and drive continuous improvements in operational efficiencies for our customers.
- Manage Federal programs/projects involving process improvement, system implementation, and PMO effectiveness.
- Develop short-range and long-range plans to prioritize issues, develop program objectives, secure needed resources, and meet reliability compliance objectives.
- Create proposals (RFP and RFI responses) to support and lead business development activities, leveraging executive presence and negotiation skills to develop compelling business cases and win proposal bids.
- Deliver and/or assess large complex IT projects (ERP, ServiceNow, Salesforce, etc.)

**Skills Required**:

- 15+ years of relevant experience or an equivalent combination of education and work experience, with at least 5 years supporting federal civilian agencies.
- Bachelor's degree in a relevant field.
- Must have PMP and CSM certifications.
- Proven track record in supporting Public Sector projects or programs with an IT focus.
- Strong client relationship management skills, including networking, negotiation, and persuasion.
- Ability to build and motivate teams while managing competing priorities.
- Experience leading teams to establish direction, motivate members, and promote continuous improvement and innovation.
- Strategic development skills, including writing, communicating, facilitating, and presenting to industry audiences and clients.
- Demonstrated abilities in developing comprehensive program and project management strategies to achieve project success.
- Ability to roll up sleeves, get into details, and turn the program or project around to meet customer expectations or contractual obligations.
- Ability to work independently and prioritize tasks effectively. Proven track record of driving customer success and retention.
- Exceptional work ethic, ability to work under pressure to meet strict deadlines and efficient time management.
- Must be eligible to obtain a security clearance.
- Travel, as needed, to support client meetings and deliverables.

**About Centennial Technologies Inc.**:
Centennial Technologies Inc. is dedicated to fostering a healthy work-life balance. We provide flexible paid time off, a casual work atmosphere, frequent collaborative interaction, and opportunities for continuous career development. Our competitive benefits package includes Medical, Dental, Short-Term Disability, Long-Term Disability, Life Insurance, 401(k), Mass Transit Benefits, Paid Time Off, and Federal Holidays.

Our Culture:

- Supportive professional environment promoting work-life balance.
- Performance Management techniques rewarding top performers.
- Paid training on the latest technologies and business practices.
- Employee-focused model.
- Shared vision of client success through long-term client relationships.

**Equal Opportunity Employer**:
Centennial is an equal-opportunity employer and complies with all applicable federal, state, and local employment laws.

**Benefits**:

- 401(k)
- Dental Insurance
- Health Insurance
- Paid Time-Off
- Vision Insurance

**Preferred Experience**:

- Federal Director of Delivery: At least 10 years
- Federal Project and Program Management: 5 years

**Certifications**:

- PMP
- Certified Scrum Master

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Experience level:

- 11+ years

Schedule:

- Monday to Friday

Application Question(s):

- What is your citizenship status?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Federal Director of delivery: 10 years (preferred)
- Federal Project Management: 5 years (preferred)

License/Certification:

- Certified Scrum Master (preferred)
- PMP (required)

Ability to Commute:

- Leesburg, VA 20176 (preferred)

Ability to Relocate:

- Leesburg, VA 20176: Relocate before starting work (required)

Work Location: In person