Customer Success Manager

Leidos is an industry and technology leader dedicated to solving customers’ most vexing challenges. The Customer Success Manager will support the CHS-6 Program by building strong relationships with the US Army and enhancing the customer experience through effective communication and collaboration.

Responsibilities:

• Identify and develop program specific strategy for C5ISR solutions that support Annual Operating Plan targets, achieve revenue and profitability outcomes
• Identify, secure, and develop new business leads while maintaining existing client relationships
• Contribute to the sales pipeline and forecasting process to ensure accuracy
• Maintain strong relationships with key clients and strategic accounts
• Manage and support revenue growth by identifying opportunities for product expansion or upselling within existing accounts and developing new relationships by possible equipment / product cross-selling opportunities
• Facilitate resolution for escalated customer issues to ensure customer satisfaction/ retention
• Establish and maintain product knowledge in the C5ISR industry
• Collaborate with operations teams to align capacity, lead times, and customer expectations
• Prepare and present business reviews focusing on product metrics, user engagement and ROI updates to senior leadership
• Partner with internal Leidos teams across the enterprise to propose and deliver solutions; successfully collaborate in both a functional and larger corporate matrix organization
• Monitor market trends, customer preferences, and competitor activity
• Prepare and present proposals to prospective clients and secure leads
• Provide support to CHS customers in communication campaigns highlighting the program’s capabilities and achievements
• Identify opportunities to expand existing client relationships and drive organic growth through customer engagement and collaboration with internal growth teams

Requirements:

• Bachelor's degree with 12+ years of relevant experience. Additional experience may be considered in lieu of a degree
• US Citizenship; Ability to obtain or currently possess an active DoD Secret security clearance
• Experience in program management, product management, business management, engineering and business development
• Ability to manage multiple complex demands concurrently
• Established/proven working relationships across the US Army, Intelligence, Surveillance, Reconnaissance and Airborne communities - to include an understanding of competitors' capabilities, key players and decision makers and likely strategies within that market
• Experience with programs in the US Government contracting industry
• Demonstrated collaboration with other internal corporate business areas and external partnerships to bring best-in-class solutions
• Experience in identifying potential partners, developing teaming agreements and working with other team members to develop a total integrated business solution. In depth experience with the operational requirements of customer base
• Experience supporting business development efforts through customer engagement and collaboration with growth teams
• Ability to gain internal consensus support; operate independently without supervision or feedback; conceive new and innovative ideas and solutions; predicting potential outcomes, and determine which alternative course of action to follow
• Ability to establish professional, constructive relationships with technical and functional staff, managers, and peers within the Division, Business Area, Sector, and across Leidos organizations
• Outstanding written and verbal communication skills are essential and should be able to adapt communication style to suit different audiences
• United States Armed Services Veteran
• Technical degree or advanced degree, Masters, Business Administration preferred
• Deep understanding of and background in the defense industry
• Proven success in building and sustaining strategic partnerships across government and industry