✨ About The Role
- The Customer Success Manager will work closely with the U.S. Department of Veterans Affairs, focusing on contract administration and employee onboarding/offboarding.
- The role involves collaborating with a balanced leadership team, including a Customer Success Lead and Heads of Product, User-Centered Design, and Engineering.
- The candidate will ensure alignment on goals with the customer Product Owner and Contracting Representative, identifying and mitigating risks.
- Establishing metrics and ensuring the right agile practices are in place will be key responsibilities.
- The role includes measuring the health of the overall account regularly and contributing to remediation plans as needed.
⚡ Requirements
- The ideal candidate has 5-10 years of experience in Customer Success, Program Management, or Services Delivery, particularly with federal agency customers.
- A strong passion for driving customer experience and ensuring alignment between delivery teams and stakeholders is essential.
- The candidate should possess excellent communication, collaboration, and facilitation skills to effectively work with both internal teams and customer stakeholders.
- A creative problem solver who is comfortable with uncertainty and enjoys tackling interesting work and challenging problems will thrive in this role.
- The candidate should have a business and ownership mindset, focusing on driving account strategy, customer satisfaction, and expansion opportunities.