Director of Client Success

Dcode is a team of doers dedicated to bridging the gap between the speed of technology and the federal government. We focus on reducing the barriers to tech adoption so that government agencies can achieve mission success.

Tech adoption in the federal government is an ecosystem – and we know it better than anyone else. Operating at the nexus of government innovators, emerging tech companies, and venture capital, we turn roadblocks into results. By aligning people, culture, acquisition, policies, and processes, we get tech in the hands of those who need it most. We are empowering government to meet the moment.

JOB DESCRIPTION

Dcode is looking for a passionate Director of Client Success. As Director, you will lead a portfolio of client engagements focused on helping our clients adopt cutting-edge technology and operationalize innovation, enabling them to achieve their mission outcomes faster and more effectively. You will be responsible for overseeing several contracts led by program managers to ensure that Dcode drives client outcomes and helps them achieve their most challenging mission objectives. You'll build and maintain relationships with senior government leaders and advise them on how to think differently and challenge the status quo. It's fast paced and exciting

Salary range: $140,000 - $165,000 plus bi-annual bonuses

TS clearance required. Local position to the DMV. 

JOB RESPONSIBILITIES

Client Success

• Become a trusted advisor and partner for Dcode's clients as they work to bring in and integrate innovative, agile, and cutting-edge technologies into their missions
• Coach clients to establish clear client outcomes, in line with their mission objectives, and help Dcode program staff coach their clients in the same way, to the same standards. Help them develop a delivery roadmap to achieve client goals 
• Establish retention goals and milestones, consistently checking in on progress toward goals; and proactively and creatively mitigate any problems that arise 
• Become deeply familiar with client mission objectives, organizational structure, policies, and challenges; build relationships with senior client leaders 
• Anticipate client needs and proactively craft solutions; coach staff to do the same  
• Provide creative, novel perspectives and approaches to how the government operates in the areas of policy, acquisitions, finance, culture, and processes, in order to drive innovation and agility inside their missions
• Work closely with Sales to drive client retention, identify opportunities for account expansion, help scope new client engagements, and ensure that the delivery managers are consistently identifying opportunities for growth 
• Deliver workshops, write assessments and reports, and analyze qualitative and quantitative data to help clients solve their toughest problems
• Proactively collect feedback from the client, review client concerns, and improve the client experience across the whole Army account

Contract Management

• Ensure Dcode is compliant with client contracts at all times
• Continuously monitor risks and propose solutions for fast resolution
• Assure strong communication plans with clients related to contract status, risks, issues, opportunities, implemented
• Monitor contract spending, deliverables, and burn rates; work closely with leadership and operations to ensure timely invoicing and contracting actions
• Manage resourcing to ensure target profitability and client outcomes are met

KEY SKILLS

You'll learn something new every day in this role. We'll teach you the ropes but ideal candidates will have:

• 10+ years of relevant work experience
• Prior experience leading and retaining work for clients 
• Understanding and comfort with agile (not waterfall) project management
• Strong people management skills
• A keen ability to listen to clients and discern needs
• Strong understanding of contracting; preference given to experience working on or managing IDIQs and associated task orders
• Strong subject matter expertise in one or more of the following areas: government finance and budgeting, processes re-engineering, and/or government culture-change
• The ability to work without being closely managed and the ability to continuously WOW
• Strong executive presence
• Ability to challenge client mindsets and offer alternative ways of approaching work 
• Proven problem-solving, self-management, and organizational skills
• Strong written and verbal communication skills
• Interest and knowledge in technology innovation trends and current events
• A desire and ability to work in an environment that is collaborative, curious, fast, challenging, results-driven, and fun

You'll love it here if:

• You like environments that are:
  • Fast-paced and exciting
  • Diverse and inclusive 
  • Energetic and fun
  • Transparent and supportive
  • Mission-driven and collaborative
• You have a passion for making clients love you 
• You leave no stone unturned and are super organized
• You can make a mistake, own fixing it and won't let it happen again
• You don't have to have all of the answers to get started
• You can take feedback as well as give it
• You can get stuff done even when it seems impossible to others
• You can see what needs to be done and get it done

We look for resilient hustlers: 

Our CEO busted her face on the balance beam in college and got back up… our CRO has knocked on a thousand doors… rejected 999 times and kept on knocking. What is your story? 

Equal Opportunity Statement

We provide equal opportunity to all persons without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. All your information will be kept confidential according to EEO guidelines.

We believe diversity is a strength and aim to build an equitable, innovative and welcoming culture where people from all backgrounds feel safe, respected, and included. We believe that true innovation happens when everyone has the tools, resources, and opportunities to excel.

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