Job Description

Customer Success Manager

GDIT is seeking a Customer Success Manager to help support our DoW E-ICAM program. This is a fully remote position. As a Customer Success Manager (CSM), you will be responsible for advocating, supporting, facilitating, customer activities that help ensure a positive experience for ICAM clients and end-users during implementation, solution delivery, and operation of hosted customer applications. You will be working daily with internal and external customers and stakeholders, including operators, end-users, engineering, development, integration, and program stakeholders. You will ensure that CSM activities are performed in accordance with program objectives, policies, regulations, and requirements. The ability to work in a fast moving, challenging DoW environment is a must.

Meaningful work and personal impact:

• Support the onboarding efforts of Mission Partners onto the ICAM Solution
• Analyze customer requirements and emerging needs to anticipate and provide solutions
• Analyze reported issues and support the engineering team to facilitate data capture and resolution
• Provide verification of ICAM capabilities in support of Mission Partner Requirements
• Active engagement with the customer, providing expert guidance through their lifecycle with the program, from onboarding to supporting production operations
• Provide scheduling and integration support as necessary for customer changes within the ICAM production solution
• Advocate for the customer to help ensure their positive experience
• Help clients take full advantage of program offerings and maximize business growth opportunities
• Establish, manage, and sustain positive business relationships with customers
• Develop or support development for program deliverables such as plans, processes, reports, briefs, training material, and user guides
• Facilitate success for customer-facing requirements, changes, events, incidents, or problems
• Conduct demonstrations of delivered solution capabilities
• Assist with the planning of customer-facing services, features, and capabilities
• Work with senior leadership, both internal and external, on planning and executing tasks using Agile methodologies
• Participate in Scrum calls
• Develop and manage client portfolios
• Provides expert guidance and leadership to less-experienced colleagues
• May serve as team or task lead. (Not a people manager)
• Other related duties as required in alignment with objectives and initiatives

Required Qualifications:

• CLEARANCE: Active DoW SECRET Security Clearance
• EDUCATION: Bachelor's Degree (or equivalent experience)
• YEAR'S EXPERIENCE: 8+ years' experience and proven track record supporting IT customers as part of an enterprise environment by engaging with customers, troubleshooting customer issues, demonstrating how to perform a task(s).
• TECHNICAL SKILLS:
• Experience troubleshooting system issues and errors, validating processes are working properly.
• Experience briefing government customers and giving system demonstrations (showing how our system works).
• Experience with deliverables, developing or supporting development; to include plans, processes, reports, briefs, training material, and user guides (i.e. PowerPoint slide decks, meeting minutes, test reports, requirement reports, etc).
• Experience with facilitating success for customer-facing requirements, changes, events, incidents, or problems.
• Familiarization with DoW customers and environments - how the DoW operates, chains of command, general knowledge of the various military branches, how to speak and interact with government personnel (military and civilian).
• SKILLS & ABILITIES:
• Highly organized and able to manage multiple customer accounts.
• Excellent communication and interpersonal skills
• Self-driven and proactive nature

• LOCATION: Remote (must reside in the CONUS)

Desired Qualifications:

• TECHNICAL SKILLS:
• Experience with SailPoint
• Experience with Access Management tools
• Experience with any of the following: ConductorOne, Zluri, CyberArk, Okta Workforce Identity Cloud, Microsoft Entra ID, Ping Identity, Oracle Access Management.

GDIT is your Place: At GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore a career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work. The likely salary range for this position is $102,000 - $138,000. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range. Scheduled Weekly Hours: 40 Travel Required: None Telecommuting Options: Remote Work Location: Any Location / Remote Additional Work Locations: Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee's date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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