Customer Success Manager - Secret Clearance – 100% Remote

General Dynamics Information Technology is seeking a Customer Success Manager to support their DoW E-ICAM program. The role involves advocating for customers, facilitating positive experiences during implementation and solution delivery, and managing relationships with various stakeholders.

Responsibilities:

• Support the onboarding efforts of Mission Partners onto the ICAM Solution
• Analyze customer requirements and emerging needs to anticipate and provide solutions
• Analyze reported issues and support the engineering team to facilitate data capture and resolution
• Provide verification of ICAM capabilities in support of Mission Partner Requirements
• Active engagement with the 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 program deliverables such as plans, processes, reports, briefs, training material, and 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
• 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 in alignment with objectives and initiatives

Requirements:

• Active DoW SECRET Security Clearance
• Bachelor's Degree (or equivalent experience)
• 8+ years' experience and proven track record supporting IT customers as part of an enterprise environment by engaging with customers, troubleshooting customer issues, demonstrating how to perform a task(s)
• Experience troubleshooting system issues and errors, validating processes are working properly
• Experience briefing government customers and giving system demonstrations (showing how our system works)
• Experience with deliverables, developing or supporting development; to include plans, processes, reports, briefs, training material, and user guides (i.e. PowerPoint slide decks, meeting minutes, test reports, requirement reports, etc)
• Experience with facilitating success for customer-facing requirements, changes, events, incidents, or problems
• Familiarization with DoW customers and environments - how the DoW operates, chains of command, general knowledge of the various military branches, how to speak and interact with government personnel (military and civilian)
• Highly organized and able to manage multiple customer accounts
• Excellent communication and interpersonal skills
• Self-driven and proactive nature
• Remote (must reside in the CONUS)
• Experience with SailPoint
• Experience with Access Management tools
• Experience with any of the following: ConductorOne, Zluri, CyberArk, Okta Workforce Identity Cloud, Microsoft Entra ID, Ping Identity, Oracle Access Management