Customer Success Management Lead - Military veterans preferred

2019-01-09
General Dynamics Information Technology (www.gdit.com)
Other

/yr

  full-time   employee


Herndon
Virginia
United States

GDIT is seeking a Cloud Customer Success Manager Lead who will be responsible for supporting multiple development teams migrating their applications to GDIT’s cloud environments. The Lead will support their team delivering highly communicative and collaborative support to their customers as they embark on their cloud journey. In this role you will develop, train, and coach your team in the use of standardized approaches for our cloud customers while allowing the necessary flexibility to meet our customers’ individual needs.

 

Responsibilities include:

  • Deliver customer projects using the appropriate agile project management methodology, learning & iterating frequently.
  • Work with the customer to define the roadmap for any given project and translate this into user stories.
  • Develop and lead customer satisfaction survey programs to measure program performance against customer needs with an eye towards continuous improvement.
  • Lead the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team.
  • Manage a team of high-output Customer Success Managers who are excited about the work they do and the customers they support.
  • Ensure all products and processes are built to an appropriate level of quality for each stage of our delivery process.
  • Proactively identify, mitigate, and rectify delivery risks, issues and challenges.
  • Develop and iteratively improve the proposal response process.
  • Participate in customer cloud budget management processes, helping customers optimize cloud consumption and operations.

Delivering Results

  • Make clear, pragmatic and manageable plans for service delivery using program and project management disciplines.
  • Exemplify positive client service behaviors and promote a culture focused on ensuring client needs are met.
  • Establish how the business area compares to client service expectations and industry best practice and identify necessary improvements in plans.
  • Get the best out of people by giving enthusiastic and encouraging messages about priorities, objectives and expectations.
  • Adopt clear processes for managing at all levels.
  • Review, challenge and adjust performance levels to ensure quality outcomes are delivered on time rewarding success.
  • Maintain effective performance in difficult and challenging circumstances, encouraging others to do the same.

Engaging People

  • Be visible to staff and stakeholders and regularly undertake activities to engage and build trust with people involved in area of work.
  • Confidently engage with stakeholders and colleagues at all levels to generate commitment to goals.
  • Clarify strategies and plans, giving clear sense of direction and purpose for self and team.
  • Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and shared interests.
  • Encourage contributions and involvement from a broad and diverse range of staff by being visible and accessible.
  • Effectively manage team dynamics when working across departmental and other boundaries.
  • Seek constructive outcomes in discussions, challenge assumptions but remain willing to compromise when it is beneficial to progress.

Qualifications:

  • Requires 15 or more years of experience in a related field, including management of teams.
  • Requires 5 or more years of experience in a Cloud environment.
  • Planning tools such as Atlassian Jira a plus.
  • 10+ years’ experience in Client-facing roles managing customer expectations, issues, and inquiries.
  • 5+ years’ experience managing P&L.
  • 2+ years’ experience with agile methodologies.
 
 

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Education:

  • Bachelor's Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.
  • Masters Degree preferred.
  • Professional certification (PMP) preferred.