[Hiring] IT Business Analyst & Customer Success Manager @Fearless

Role Description

We are seeking an IT Business Analyst & Customer Success Manager as part of our Consultant, Business & Product Delivery career path to help customers successfully adopt and maximize the value of a large federal agency’s enterprise data modernization initiative. This opportunity supports a cloud-native data platform that delivers platform engineering, cloud infrastructure, data engineering, governance, and AI/ML capabilities to modernize enterprise data services. This is a fully remote role.

This Consultant role requires versatility and collaboration across teams and stakeholders to maximize value delivery and adoption. The role ensures alignment of product strategy with client goals, facilitates agile ceremonies and continuous improvement, and provides critical business and functional analysis to deliver high-quality, user-centered solutions.

Your Responsibilities in this Role:

• Lead customer lifecycle management activities from intake and onboarding through adoption, ongoing support, and customer success.
• Manage customer relationships and serve as the primary liaison between customer teams and platform engineering and delivery teams.
• Develop and maintain knowledge base articles, FAQs, quick-start guides, job aids, videos, and other training materials to support customer adoption.
• Deliver platform training covering governance, analytics workflows, platform tools, and data best practices tailored to customer needs.
• Conduct surveys, interviews, and feedback sessions to gather customer insights and feed recommendations into intake and product planning.
• Design and maintain dashboards and KPI reporting to track adoption, utilization, satisfaction, training impact, intake cycle times, and operational outcomes.
• Coordinate support activities and change management initiatives to improve customer adoption and platform engagement.
• Facilitate workshops and user feedback sessions to understand customer needs and drive continuous improvement of the customer experience.
• Manage customer interactions, communications, and engagement activities through the organization’s CRM and customer lifecycle management processes.
• Identify opportunities to improve customer onboarding workflows, service delivery processes, and the overall customer experience.
• Analyze customer adoption, utilization, and satisfaction metrics to identify trends and recommend improvements.

Qualifications

• Minimum of 4 years of experience in customer success, business analysis, stakeholder management, or related roles.
• Bachelor's degree in any field, or equivalent work experience.
• Ability to obtain and maintain Public Trust clearance.
• Experience onboarding users, gathering feedback and requirements, and supporting training and adoption initiatives.
• Proven ability to manage customer relationships and coordinate across technical and non-technical stakeholders.
• Experience with CRM platforms and customer lifecycle management tools.
• Strong communication skills with the ability to tailor messaging to diverse audiences and synthesize customer insights into actionable recommendations.
• Experience partnering with cross-functional delivery teams to translate customer needs into product, operational, and service improvements.
• Experience facilitating workshops, discovery sessions, or stakeholder meetings to gather requirements and drive customer success initiatives.

Preferred Experience

• Experience supporting the federal government, healthcare, or other highly regulated environments.
• Experience supporting enterprise data platforms, cloud services, analytics, or technology modernization initiatives.
• Experience leading organizational change management or enterprise technology adoption initiatives.
• Experience supporting large-scale cloud modernization or digital transformation programs involving multiple stakeholder groups.

Benefits

• Flexible, life-friendly schedules.
• 100% coverage for our medical HSA plan + HSA contributions.
• Dental & vision covered 100% for you and your dependents.
• Competitive premiums for HMO/PPO and dependent coverage.
• 401(k) with 4% match & immediate vesting.
• Paid Parental Leave and 12 weeks paid FMLA.
• Generous PTO, 11 Federal Holidays, a Birthday Holiday, and Sick Leave.
• Up to 15 days for Jury Duty and Bereavement Leave.
• Education, wellness, and tech allowances.
• Referral bonus: $6K–$12K for each successful referral.
• Pet insurance & discount plans.
• Employee Assistance Program (EAP).
• Legal support, life insurance, disability coverage.
• Performance-Based Bonuses.