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Customer Success Director

2 months ago

Washington, Washington, D.C., United States T-Rex Solutions Full time
Job Description

T-Rex Solutions is seeking a seasoned Customer Success Director to lead our Customer Success Team, providing strategic direction to our Technical Delivery Managers (TDMs). TDMs are dedicated to specific customer organizations, responsible for delivering exceptional customer experiences while engaging with our ECIS platform.

The Customer Success Team has two primary functions:

  • Maintain Active Relationships: Foster strong relationships with customers to ensure that project teams meet their needs and that their requests for new capabilities are understood and considered.
  • Resolve Conflicting Requirements: Collaborate across groups to help resolve conflicting requirements and priorities.

This position will be based in a location that aligns with our company's needs, and candidates who meet the minimum qualifications, appropriate clearance level, and are geographically aligned (or the ability to relocate) will be considered first.

Key Responsibilities:

  • Facilitate ECIS Technical Requirements: Evaluate ECIS technical requirements, determine resources needed to meet those requirements, and assign Technical Delivery Managers (TDMs) to manage projects.
  • Provide Customer Requirements: Communicate customer requirements to the Architecture, Engineering, and Integration Manager.
  • Ensure Proactive Customer Engagement: Ensure that all TDMs proactively inform customers of new and improved service offerings.
  • Review Delivery Progress: Review delivery progress across multiple projects.
  • Develop Success Metrics: Develop success metrics that are relevant and timely, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements.
  • Report to BPA Task Order PM: Report to the BPA (Blanket Purchase Agreement) Task Order PM (Program Manager).

Requirements:

  • At Least Ten Years of Experience: At least ten (10) years of professional experience in a customer-facing consultant role.
  • Federal Government Contracting Experience: Familiarity with Federal Government contracting, and demonstrable experience leading a customer-facing federal contract team.
  • IT Infrastructure and App Projects Experience: Eight (8 plus) years of experience overseeing the delivery of IT infrastructure and/or app projects and services.
  • Senior Customer Interaction Experience: Extensive experience interacting with senior customers whose organizations consume IT services.
  • Cloud Offerings Knowledge: Well-versed knowledge of cloud offerings from AWS, Azure, and Google, with demonstrable ability to explain the relative value of different cloud components or utilities.
  • Effective Team Leadership Skills: Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members.
  • Proven Ability to Manage Multiple Demands: Proven ability to manage multiple demands simultaneously.
  • Demonstrated Record of Success: Demonstrated record of success motivating teams to deliver consistently high-quality customer service.
  • Active Top Secret Security Clearance: Active Top Secret Security clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred.
  • PMP Certification: PMP certification.

Desired Skills:

  • Agile Certification
  • Cloud Certification
  • DHS CBP Clearance