Customer Success Leader

Job details

Work Location

Rockville, MD

State / Region / Province

Maryland

Country

USA

Salary min

133776

Salary max

173909

Skills

Domain|Infrastructure-Information Security Management|Information Security Compliance, Process|Development process generic|SaaS Development Process, Technology|Cloud Integration and API Management|Cloud Integration and API Management - ALL, Technology|SAP Functional|SAP Controlling

Domain

AVP

Interest Group

Infosys Public Services, Inc

Company

IPS USA

Requisition ID

137696BR

Job description

Infosys Public Services is seeking a Customer Success Leader - Public Sector to join our team.

Position Description (scope of work or brief narrative):
The leader for Customer Success (Public Sector) plays a crucial leadership role in ensuring that IPS clients achieve maximum value from our services, capabilities, and partnerships. This executive oversees the entire spectrum of services from pre-sales and post-sales customer journey, focusing on governing execution, retention, and expansion within this unique market segment.

Key responsibilities
Strategic Leadership and Planning:

• Develop and execute a comprehensive customer success strategy specifically tailored for public sector organizations (federal, state, and local governments, etc.).
• Align the customer success strategy with overall company goals and objectives, ensuring growth and revenue expansion.
• Define key performance indicators (KPIs) to measure success, such as customer health scores, growth rate, retention rates, and reduction in churn.

Customer Relationship Management and Advocacy:

• Act as a trusted advisor, understanding clients' business objectives and aligning them with the company's value proposition.
• Advocate for customer needs and challenges within the company, influencing solution/offering/capability development and improvements, particularly those relevant to the public sector (e.g., secure environments, procurement cycles).
• Address escalated client issues promptly and effectively, collaborating with cross-functional teams to identify and implement solutions.

Driving Customer Outcomes and Value:

• Oversee customer onboarding to ensure a smooth and effective introduction to our products and services.
• Guide clients through their journey, focusing on adoption, best practices, and use case expansion tailored to their needs.
• Conduct regular business reviews to showcase value delivery, identify growth opportunities, and track ROI.

Process Optimization and Innovation:

• Define and implement scalable processes and playbooks for the entire customer journey (onboarding, adoption, retention, expansion).
• Introduce process rigor, automation, and leveraging technology (e.g., CRM, customer success platforms) to support the team and enhance efficiency.
• Utilize customer and utilization insights to quantify customer value and identify expansion opportunities, especially within the context of government contracts and requirements.

Cross-Functional Collaboration:

• Work closely with sales, service offering teams, engineering, and marketing teams to ensure a cohesive customer experience.
• Support sales teams with renewals, upsells, cross-sells, and crafting responses to RFPs from government agencies.
• Collaborate with operations teams to build and utilize customer insights for the public sector.

Team Leadership and Development:

• Build, lead, and mentor high-performing delivery teams with a focus on public sector expertise.
• Set clear performance expectations, provide coaching and support, and foster a customer-centric culture within the team.
• Develop and refine competency & service delivery models as required to support evolving technology innovation and adoption methods.

Required years of experience, training, technical skills, and other requirements for job performance:

• Extensive experience (typically 17+ years) in customer success, account management, or a related client-facing role, preferably with at least 5-10 years focused on the public sector (federal, state).
• Strong exposure in leading IT transformational programs in the areas of ERP, Cloud, Security, and enterprise-grade large-scale multi-year full life cycle implementations.
• Proven leadership and people management skills with experience managing and developing high-performing teams.
• Deep understanding of the public sector market, including procurement cycles, contracting mechanisms, and specific challenges (e.g., bureaucracy, resource constraints).
• Strong business acumen with the ability to lead renewal, upsell, and cross-sell conversations and navigate contract negotiations.
• Excellent communication, presentation, and interpersonal skills, capable of engaging with key stakeholders, government officials, and executives.
• Strategic thinking and problem-solving abilities, able to identify trends, analyze data, and make data-driven decisions.
• Strong technical aptitude, including familiarity with relevant software, SaaS solutions, and potentially specific platforms used in the public sector (e.g., FedRAMP/IL5 environments).
• Experience in a dynamic, fast-paced environment and ability to adapt to changing market conditions.

Key KPI's include:

• Customer Satisfaction Score - health score
• Customer/project churn rate
• Revenue expansion
• Customer advocacy score
• Renewal Rates

Educational Requirements:

• A bachelor's degree or foreign equivalent is required from an accredited institution. Will consider three years of progressive, relevant work experience instead of every year of education. Candidates who have completed a Master's degree program are strongly preferred.

The job entails sitting and working at a computer for extended periods. Should be able to communicate by telephone, email, or face-to-face. Travel may be required as per the job requirements

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.

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