[Hiring] Customer Success Manager @General Dynamics Information Technology

Role Description

As a Customer Success Manager for our DISA E-ICAM program you will be responsible for advocating, supporting, facilitating, and other related activities that help ensure a positive experience for solution clients and end-users during implementation, solution delivery, and operations of hosted customer applications. You will be working day-to-day with internal and external customers and stakeholders, including operators, end-users, engineering, development, integration, and program stakeholders. You will ensure that CSM activities are performed in accordance with program objectives, policies, regulations, and requirements.

• Active engagement with the program customer, providing expert guidance through their lifecycle with the program, from onboarding to supporting production operations.
• Provide scheduling and integration support as necessary for customer changes within the ICAM production solution.
• Advocate for the customer to help ensure their positive experience.
• Help clients take full advantage of program offerings and maximize business growth opportunities.
• Establish, manage, and sustain positive business relationships with customers.
• Develop or support development for products such as plans, processes, reports, briefs, training material, user guides.
• Facilitate success for customer-facing requirements, changes, events, incidents, or problems.
• Conduct demonstrations of delivered solution capabilities.
• Assist with the planning of customer-facing services, features, and capabilities.
• Work with senior leadership both internal and external on planning and executing tasks using Agile methodologies.
• Participate in Scrum calls.
• Develop and manage client portfolios.
• Analyze customer requirements and emerging needs to anticipate and provide solutions.
• Provides expert guidance and leadership to less-experienced colleagues.
• May serve as team or task lead. (Not a people manager).
• Other related duties as required.

Qualifications

• Bachelor’s Degree. An additional 4 years of experience may be substituted in lieu of degree.
• Minimum of an active Secret security clearance required.
• 8+ years of related experience.
• Experience and proven track record supporting IT customers as part of an enterprise environment.
• Familiarization with DoW customers and work environments.
• Highly organized and able to multi-task.
• Excellent communication and interpersonal skills.
• Self-driven and proactive nature.

Requirements

• CompTIA Security+ certification, or higher for IAT Level II DoD 8570 certification.

Benefits

• Comprehensive benefits and wellness packages.
• 401K with company match.
• Competitive pay and paid time off.
• Full flex work weeks where possible.
• Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• 15 days of paid leave per calendar year to be used for vacations, personal business, and illness.
• 10 paid holidays per year.
• GDIT Paid Family Leave program provides up to 160 hours of paid leave in a rolling 12 month period for eligible employees.
• Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.