Senior Manager of Customer Success
2 days ago
Sev1Tech is seeking a seasoned professional to lead our Customer Success Team, providing strategic direction to Technical Delivery Managers (TDMs). The ideal candidate will have a proven track record of delivering exceptional customer experiences and driving business growth.
Key Responsibilities:- Develop and execute strategies to maintain active relationships with customers, ensuring their needs are met and their requests for new capabilities are understood and considered.
- Collaborate with cross-functional teams to resolve conflicting requirements and priorities.
- Facilitate the evaluation of ECIS technical requirements, determine resources needed, and assign TDMs to manage projects.
- Provide customer requirements to the Architecture, Engineering, and Integration Manager.
- Ensure TDMs proactively inform customers of new and improved service offerings.
- Review delivery progress across multiple projects.
- Develop success metrics that are relevant and timely, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements.
- Report to the BPA Task Order PM.
- At least two years of professional experience in a customer-facing consultant role.
- Familiarity with Federal Government contracting and experience leading a customer-facing federal contract team.
- Two 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.
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.
This position will typically be located in Colorado Springs, CO, Stennis, MS, Chandler, AZ, National Capitol Region (NCR), or Remote where applicable.
Candidates who meet the minimum qualifications, appropriate clearance level, and are geographically aligned (or the ability to relocate) will be considered first.
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