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Lead Customer Success Manager / Migration Expert

• Posted 1 day ago • Updated 5 hours ago

Full Time

USD $185,000.00 - 205,000.00 per year

GovCIO

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Dice Job Match Score™

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Job Details

Skills

Recruiting
Product Engineering
Marketing
Use Cases
Documentation
Customer Engagement
Customer Support
User Experience
NDS
Databricks
Collaboration
Migration
Research
Account Management
Management
Microsoft PowerPoint
Data Analysis
Pivot Table
Database
Problem Solving
Conflict Resolution
Analytical Skill
Onboarding
Provisioning
Workflow
Communication
Customer Service
Cloud Computing
Servers
Technical Writing
Reporting
Agile
Security Clearance

Recruiting
Product Engineering
Marketing
Use Cases
Documentation
Customer Engagement
Customer Support
User Experience
NDS
Databricks
Collaboration
Migration
Research
Account Management
Management
Microsoft PowerPoint
Data Analysis
Pivot Table
Database
Problem Solving
Conflict Resolution
Analytical Skill
Onboarding
Provisioning
Workflow
Communication
Customer Service
Cloud Computing
Servers
Technical Writing
Reporting
Agile
Security Clearance

Summary

GovCIO is currently hiring for a Lead Customer Success Manager (CSM) / Migration Expert to support Veterans Affairs (VA) Data Modernization initiatives. This role leads a team of CSMs and also serves as an individual contributor enabling rapid onboarding, improving customer intake processes, and providing high-quality support for users accessing modern data platforms. This position will be fully remote located within the United States.

Responsibilities

Oversee the CSM team and the entire portfolio of internal customers and build deep relationships across their organizations, from analysts, developers, to directors and above.
Ensure the success of portfolio customers' strategic goals and work directly with decision-makers to achieve targeted business results.
Lead executive reporting of product, engineering, marketing, and support accomplishments across all CSM efforts to realize, track, and report customer values created.
Provide the necessary expertise to support identification of scalable user cases that drives platform adoption, maximize customer values, and advocate internally for what teams need to deliver to enable and scale these use cases.
Maintain rigorous account documentation - success plans, stakeholder maps, risk flags, account pulses, and agreed next steps - that sets the operation context for the broader team.
Direct the team and provide content to customer success playbooks, customer engagement templates, and team best practices, to leave the customer success function stronger than they found it.
Serve as the primary "front door" for VA Data Modernization customer support, ensuring a smooth and responsive user experience.
Provide access and provisioning support, including validating NDS privileges for fast-track users.
Assist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality.
Coordinate with Databricks SMEs and Summit Customer Enablement teams for white-glove support and post-provisioning engagement.
Identify blockers and inefficiencies within the intake or support process and escalate improvement opportunities.
Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication.
Help workgroups set up their resources and migrate their work loads
Collaborate with the on-prem teams to decommission the necessary resources after migrations have been completed
Manage competing priorities, handle research and response for all product line operations related data calls and provide ongoing progress reports.
Manage parallel projects under a complex program while also providing cross functional program level support.
Identify and prioritize customers top-reported and recurring issues to triage them to the appropriate teams and drive them to resolution.

Qualifications

Bachelor's with 15+ years (or commensurate experience)

Required Skills and Experience

15+ years of relevant experience, or equivalent professional expertise.
10+ years of experience in customer success, account management, or a related field - with a demonstrated track record managing technical products for enterprise accounts and help customers achieve business outcomes.
Demonstrated ability to build and navigate relationships across complex organizations, both internally and with customers.
Proficiency with Building high-quality PowerPoint templates, data analysis with Spreadsheets and Pivot tables, and connecting to databases and building queries.
Strong troubleshooting, problem-solving, and analytical abilities.
Experience supporting user onboarding and access provisioning workflows.
Excellent communication, customer service, and interpersonal skills.
Ability to document processes clearly and maintain up-to-date knowledge articles .

Preferred Skills and Experience

Experience with virtual and/or cloud-based servers
Excellent technical documentation and reporting skills.
Experience working in an Agile environment.

Clearance Required:Must be able to obtain and maintain a Suitability/Public Trust clearance

Posted Salary Range

USD $185,000.00 - USD $205,000.00 /Yr.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10443217
Position Id: 8773
Posted 1 day ago

Company Info

About GovCIO

GovCIO is a rapidly growing provider of advanced technology solutions and digital services for the federal government. Combining our extensive federal experience with the latest innovations in IT and disruptive approaches, our experts develop comprehensive solutions to meet the most pressing demands of today’s government agencies. From the U.S. military to Health and Human Services, we have an impressive track record of helping our customers optimize how they operate.

We’re transforming government IT, empowering our federal customers to meet the challenges of today while building the government of tomorrow.

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