Job ID: 2024-8140 Type: Full Time W/Benefits Ret Match # of Openings: 1 DC Metro Area
Overview
Sev1Tech is looking for a Capabilities Development and Improvement 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)
Responsibilities
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
Clearance Requirement: Public Trust clearance or higher; Public Trust clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred
