Customer Success Manager - Clearance Required

LMI is a digital solutions provider focused on enhancing government impact through innovation. They are seeking a Customer Success Manager to drive customer engagement and ensure clients achieve maximum value from their LIGER tool investment by understanding their unique needs and challenges.

Responsibilities:

• Work with users and subject matter experts to clearly understand and define their challenges, problems, motivations, triggers, and aspirations
• Become an expert in and help to continuously shape and refine LMI's customer success methodology
• Drive the customer engagements for customers in your portfolio, understanding each customer's needs and challenges
• Ensure customers are technically healthy and on the most recent version of our product
• Identify criteria for assisting your customers by using Success Plays in the Success Platform
• Promote LIGER Tool customer success stories and processes
• Ensure that customers obtain the maximum value from their LIGER tool investment and use their licenses
• Work with LIGER teams to improve product adoption and increased footprint
• Ensure any escalated client issues are resolved quickly, using resources from across the company ecosystem
• Act as a customer advocate within the company, ensuring that customer perspectives and needs are represented in decision-making processes
• Build and maintain strong relationships with customers, becoming a trusted advisor and advocate for their needs

Requirements:

• 3+ years of experience providing customer professional services or related business support
• Experience working within the Federal technology industry
• Ability to provide independent comprehensive services to a broad range of stakeholders and customer networks
• Familiarity with digital transformation, or project management
• Experience resolving issues through root cause and business process analysis
• Experience with customer onboarding, including supporting success definition, KPIs, and ongoing performance management for product implementations
• Ability to work with customers (organizations and end users) to identify requirements and design product-oriented solutions to their priority pain points or opportunities
• Experience in working collaboratively with customers and enterprise support functions (product management, product marketing, engineering, training and adoption)
• Familiarity building and deploying key customer success artifacts (e.g., requirements documentation, tutorials, user guides, lightweight product training, etc.)
• Comfortable with learning and explaining technical products or services
• Ability to manage multiple customers and priorities simultaneously
• Works well in a collaborative team environment, partnering with sales, product, and support teams
• Clearance: Secret
• Travel: Ability to travel approximately 15% of the time
• Experience working with the US Army and deep understanding of Army culture, organization, and requirements
• Experience working in Defense technology
• Experience and/or certifications in Agile Product Management
• Experience in product marketing and/or sales engineering