Customer Success Manager - Secret Clearance – 100% Remote

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.

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