Customer Success Manager

Sev1Tech is looking for a Customer Success Manager that leads the Customer Success Team, providing direction to Technical Delivery Managers (TDMs). TDMs are dedicated to specific OIT customer user organizations with the responsibility to delight the customers and provide a positive experience while engaging with the ECIS platform. 

The Customer Success Team has two primary functions:

• Maintains active relationships with customers to ensure that project teams are meeting their needs and that their requests for new capabilities are understood and considered; and
• Works across groups to help resolve conflicting requirements and priorities.

Responsibilities include but are not limited to:

• Facilitates evaluation of ECIS technical requirements (including Directorate-specific one), determines resources needed to meet those requirements, and assigns Technical Delivery Managers (TDMs) to manage projects
• Provides customer requirements to the Architecture, Engineering, and Integration Manager
• Ensures that all TDMs pro-actively inform customers of new and improved service offerings
• Reviews delivery progress across multiple projects
• Develops success metrics that are relevant and timely, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements
• Reports to the BPA (Blanket Purchase Agreement) Task Order PM (Program Manager)

• At least ten (10) years of professional experience in as a customer-facing consultant
• Familiarity with Federal Government contracting, and demonstrable experience leading a customer facing federal contract team
• Eight (8 plus) years of experience overseeing the delivery of IT infrastructure and or app projects and services
• Extensive experience interacting with senior customers whose organizations consume IT services
• Well-versed knowledge of cloud offerings from AWS, Azure, and Google, with demonstrable ability to explain the relative value of different cloud components or utilities
• Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members
• Proven ability to manage multiple demands simultaneously
• Demonstrated record of success motivating teams to deliver consistently high-quality customer service
• Active Top Secret Security clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred
• PMP certification

This position will typically be located in either Colorado Springs, CO, Stennis, MS, Chandler, AZ, National Capitol Region (NCR) or Remote where applicable. Candidates who meet the minimum qualifications, appropriate clearance level, and are geographically aligned (or the ability to relocate) will be considered first.

• Agile certification 
• Cloud certification 
• DHS CBP clearance 

Welcome to Sev1Tech! Founded in 2010, we are proud to be a leading provider of IT modernization, engineering, and program management solutions. Our commitment is to deliver exceptional program and IT support services that empower critical missions for both Federal and Commercial clients.

At Sev1Tech, our mission is clear: Build better companies. Enable better government. Protect our nation. Build better humans across the country. We believe that through innovation and dedication, we can make a significant impact on the communities we serve.

Join the Sev1Tech family, where your potential for greatness is limitless! Here, you will not only achieve remarkable accomplishments but also enjoy a fulfilling and rewarding career progression. We invite you to explore opportunities with us and become part of a team that values your contributions and growth.

Ready to take the next step? Apply directly through our website: Sev1Tech Careers and use the hashtag #joinSev1Tech to connect with us on social media!

For any additional questions or to submit referrals, feel free to reach out to recruiting@sev1tech.com.