Customer Success Team Lead

4 weeks ago

Washington, United States T-Rex Solutions, LLC Full time

Customer Success Team Lead

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

The Customer Success Team has two primary functions:

  • Maintains active relationships with customers to ensure project teams meet their needs and understand their requests for new capabilities.
  • Works across groups to resolve conflicting requirements and priorities.

This position will be located in either Colorado Springs, CO, Stennis, MS, Chandler, AZ, National Capitol Region (NCR), or Remote where applicable. Candidates meeting the minimum qualifications, appropriate clearance level, and geographic alignment will be considered first.

Responsibilities:

  • Facilitates evaluation of ECIS technical requirements, determines resources needed, and assigns TDMs to manage projects.
  • Provides customer requirements to the Architecture, Engineering, and Integration Manager.
  • Ensures TDMs proactively inform customers of new and improved service offerings.
  • Reviews delivery progress across multiple projects.
  • Develops success metrics relevant and timely, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements.
  • Reports to the BPA Task Order PM.

Requirements:

  • At least ten years of professional experience in a customer-facing consultant role.
  • Familiarity with Federal Government contracting and experience leading a customer-facing federal contract team.
  • Eight years of experience overseeing the delivery of IT infrastructure and/or app projects and services.
  • Extensive experience interacting with senior customers whose organizations consume IT services.
  • Well-versed knowledge of cloud offerings from AWS, Azure, and Google, with the ability to explain the relative value of different cloud components or utilities.
  • 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 simultaneously.
  • Demonstrated record of success motivating teams to deliver consistently high-quality customer service.
  • Clearance Requirement: Public Trust clearance or higher; Public Trust clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred.
  • PMP certification.
  • Active Public Trust Clearance.

Desired Skills:

  • Agile certification.
  • Cloud certification.
  • DHS CBP clearance.

T-Rex Overview

Established in 1999, T-Rex Solutions, LLC is a proven mid-tier business providing data-centric mission services to the Federal government. We design, integrate, secure, and deploy advanced technical solutions for our customers to efficiently fulfill their critical objectives. T-Rex offers both IT and professional services to numerous Federal agencies and is a leader in providing high-quality and innovative solutions in the areas of Cloud and Infrastructure Services, Cyber Security, and Big Data Engineering.

T-Rex is constantly seeking qualified professionals to join our growing team. We have built a broad client base through our devotion to delivering quality products and customer service. We are committed to creating a culture that supports the development of every employee's personal and professional lives. T-Rex has made a commitment to maintain the status of an industry leader in compensation packages and benefits, including competitive salaries, performance bonuses, training and educational reimbursement, Transamerica 401(k), and Cigna healthcare benefits.

T-Rex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

In compliance with pay transparency guidelines, the annual base salary range for this position is $150,000 - $185,000. Please note that the salary information is a general guideline only. T-Rex considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

T-Rex offers a diverse and collaborative work environment, exciting opportunities for professional growth, and generous benefits, including PTO available to use immediately upon joining (prorated based on start date), paid parental leave, individual and family health, vision, and dental benefits, annual budget for training, professional development, and tuition reimbursement, and a 401(k) plan with company match fully vested after 60 days of employment among other benefits.

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