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Customer Success Manager

1 month ago

Hanscom Air Force Base, United States Kessel Run Full time

The Position: At Kessel Run (KR) we are looking to improve our customer outcomes by hiring a team member with a bias for action to join the All Domain Common Platform (ADCP) Product Line. The Customer Success Manager is the point of contact for customer operational teams seeking support with onboarding to or getting help utilizing ADCP. You will be responsible for finding our customers the help they need in a timely manner, tracking customer adoption metrics, and building relationships with other Kessel Run customer support offerings. What You Will Do: Develop close relationships with your customers, in order to understand their mission/operational needs and technical challenges, and help them achieve the greatest value from our products Serve as primary point of contact for ADCP Platform Customers Lead miscellaneous infrastructure support projects to support ADCP Operational Deployment Support and Infrastructure teams Manage day-to-day on-site operational activity for remote KR installations at Langley AFB Shepherd escalated customer issues between multiple service teams when needed to relieve the problem-solving burden on the customer Champion customer needs and opportunities for product enhancement with other leaders across ADCP and keep customers informed of roadmap elements that will meet current and future requirements Demonstrate excellent customer service skills Monitor Customer Support channels and tools to ensure timely support Who You Are: *You are passionate about enabling software and platform teams to focus on doing what they do best: developing and deploying applications to production *You are resourceful and confident multitasking to support multiple teams, delivering an excellent customer experience *You are a U.S. citizen and are eligible to obtain a U.S. Security Clearance (see eligibility requirements here) ADDITIONAL INFORMATION: This is a Federal civilian service position within the United States Air Force. We are hiring at the equivalent of a GS-12 up to GS-13 level for this position. This means you can expect a base salary of \$74,441 to \$115,079 multiplied by your locality rate, based on your experience. You can find your locality definition here and see the pay tables for the GS scale here. Our headquarters is located at Hanscom AFB, MA which would translate to a range from \$98,240 to \$151,870.

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