Customer Success Manager Lead

6 days ago


Herndon, Virginia, United States ManTech Full time

About ManTech International

At ManTech, we empower innovation for a safer world by leveraging our expertise in AI, data analytics, cloud migration, DevSecOps, and more to deliver innovative solutions that help protect national security while driving business growth.

We are committed to making a difference in the lives of our employees, customers, and the communities we serve.

Job Summary

The CUSTOMER SUCCESS MANAGER LEAD will play a critical role in ensuring the success of our customers by delivering exceptional service and support. This position requires a highly skilled and dedicated individual with experience in customer service management, preferably in a network security operations environment.

About the Role

  • This is a full-time opportunity that involves working collaboratively in a fast-paced and dynamic team environment to achieve customer satisfaction and loyalty.
  • The successful candidate will be responsible for designing, developing, and continuously improving all levels of customer outreach in collaboration with DHS OCIO.
  • You will work closely with other DHS Components and stakeholders to share recommended mitigations and address potential impact.
  • This role also involves providing recommendations, detection tools, and access to custom dashboards.
  • You will be required to follow up with customers at defined intervals to ensure clarity of communication, identify and coordinate resolution of roadblocks, and facilitate tracking and remediation.

Key Responsibilities

  • Design, develop, and continuously improve all levels of customer outreach in collaboration with DHS OCIO.
  • Collaborate with customers and NOSC NCCS team members to capture customer requirements and facilitate successful implementation for successful mission accomplishment.
  • Lead and mentor other Customer Success Managers and other team members.
  • Deliver timely and transparent communication to stakeholders, ensuring a best-in-class service entity.
  • Support capability delivery and improvement activities.

Requirements

  • A bachelor's degree in a relevant field of study -OR- equivalent experience.
  • A minimum of (8) eight years of experience.
  • Proven experience in customer service management, preferably in a network security operations environment.
  • Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.
  • Strong communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
  • Excellent problem-solving and decision-making abilities.
  • Knowledge of network and security operations and industry best practices.
  • Ability to work collaboratively in a fast-paced and dynamic team environment.

Salary Estimate

$105,000 - $135,000 per year, depending on experience.

Benefits

  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A supportive and inclusive work environment.
  • Recognition and rewards for outstanding performance.


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