Customer Success Manager, Army

Performance Drone Works (PDW) is building the next generation of tactical robotic systems used across defense, national security, and public safety missions. They are seeking a highly skilled and motivated Customer Success Manager to lead a dynamic cross-functional team, ensuring the delivery of top-quality products and services to customers while managing relationships with US Government stakeholders.

Responsibilities:

• Become a SME in PDW’s technology, processes, and products
• Manage and maintain relationships with US Government stakeholders to build and drive value through effective management of PDW Customer Programs
• Manage PDW customer sUAS programs against cost, schedule, and technical requirements as well as execute vision and scale of processes
• Work cross functionally with various teams to support Sales and Go-To-Market strategy to include engineering, manufacturing, and product
• Manage and report to PDW senior leadership and executive committee program status, risks, and opportunities during weekly updates
• Solicit, aggregate, and track product and technical requirements. Gather requirements from stakeholders, both internal and external, and aggregate them into PDW CRM. Track the status of requirements throughout the development process to ensure that they are met
• Create presentations for design and Quarterly Business Reviews. This includes understanding the audience, researching the topic, and creating a presentation that is clear, concise, and visually appealing
• Work directly with resell partners to fulfill customer demands that adhere to contractual, legal, and regulatory requirements

Requirements:

• In-depth understanding of US Army operations regarding UAS employment within the US Army
• Customer Success Management or Program Management experience, including Technology Assessments, Systems Design, Systems Analysis, Programmatic Support, Acquisition Planning, and Budget Planning
• Excellent skills in leadership, time management, organization, and team management. The ability to motivate and inspire others, set clear expectations, and delegate tasks effectively is essential
• Theoretical and practical knowledge of Customer Success principles and practices. The ability to support customers with their PDW products and use cases to achieve mission success
• Theoretical and practical knowledge of program management principles and practices. The ability to identify and manage risks and communicate effectively with stakeholders
• Experience in implementing effective internal business systems, processes, and controls for the management of large-scale customers
• Experience with DoD and commercial Unmanned Aircraft Systems and related software
• Excellent verbal and written communication skills. The ability to communicate effectively with stakeholders, both verbally and in writing, is essential
• Ability to communicate effectively with technical and non-technical audiences is required
• Jira, Salesforce, and Microsoft Office Suite Experience: Significant experience and excellent skills with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
• Ability to obtain Active Secret or Top-Secret Security Clearance
• Familiarity with RMA, spares, logistics or other repair workflows