IT Business Analyst & Customer Success Manager, (Consultant, Business & Product Delivery)

Fearless is a digital integration consultancy that combines technology, people, and organizational development to solve meaningful problems. The IT Business Analyst & Customer Success Manager will support a federal agency’s enterprise data modernization initiative by leading customer lifecycle management, training, adoption, stakeholder engagement, and continuous improvement. The role also contributes to product strategy, agile delivery, business analysis, and user-centered solutions for a cloud-native data platform.

Responsibilities:

• 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
• Collaborates with cross functional teams
• Earn the trust of your customer and teammates by delivering world class services
• Be reliable completing assigned objectives on time
• Alert your teammates and supervisor immediately when you think a deliverable is at risk
• Gather intelligence and listen to what your client, other people within the customer’s organization and other contractors say about your project, and report back to your Fearless teammates and supervisor (whether it’s good, bad or just informational)
• Deliver high-value products that align client goals, user needs, and business outcomes through effective product strategy, backlog management, and agile delivery
• Enable teams to achieve predictable, high-quality results by facilitating collaboration, removing obstacles, and fostering continuous improvement and offering innovative solutions
• Provide actionable insights and innovative solutions by translating stakeholder requirements into clear priorities, leveraging data, and applying best practices in product management and agile execution
• Serve as a trusted advisor in your area of expertise

Requirements:

• ● 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
• • Analytical Thinking: The ability to observe and interpret information, break down complex problems into parts, identify patterns/relationships and draw logical conclusions to develop effective solutions
• • Synthetic Thinking: The ability to combine different ideas, information, or concepts to create a new, complex understanding or solution by integrating disparate elements into a new, meaningful whole
• • Adaptability: Comfort with change, flexibility in the face of shifting demands and resilience to setbacks
• • Ownership & Accountability: Committed to taking responsibility for outcomes, ensuring that all commitments are met with a focus on enhancing service delivery
• • Consultative Advising: Identifies and articulates client challenges, scopes projects and aligns recommendations to business goals and client expectations
• • Communicating with Influence: Capable of crafting and delivering clear, persuasive messages that integrate data insights and structured narratives, tailored to the strategic needs of diverse audiences to drive effective decision-making
• • Environmental Awareness: Maintains awareness of external dynamics, power structures within client environments as well as regulatory trends and contract requirements that influence service delivery
• • Practical Application: You can complete tasks in required competency/skill-based areas as requested. Help from an expert may be necessary from time to time, but you can usually perform the skill independently
• • Ability to sit for extended periods while working on a computer or during meetings
• • Must be able to travel occasionally to client sites or company meetings, which may involve driving or flying
• • Ability to communicate effectively via phone, email, and in-person, requiring clear speech, listening, and written communication skills
• • Ability to move within an office environment, including reaching for files, using office equipment, and occasional light lifting (up to 10 pounds)
• ● 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