Job Description:

 

Cloud Lake Technology, an Akima Company, delivers highly specialized, data-centric services and technology solutions that break down organizational boundaries and transform mission delivery for government customers. Cloud Lake offers a challenging and rewarding work environment, competitive salary and benefits, and a wide variety of career development opportunities. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our more than 14,000 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.

 

Job Summary:

Cloud Lake is currently seeking Customer Success Manager for our Digital Service and Advanced Analytics programs with a growing global customer base and geographically disparate project support teams. This role supports various special projects as required by our clients, and requires the ability to obtain a Secret Clearance.

 

Responsibilities:

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts.


• Work with customers to ensure they are leveraging WordPress effectively and finding value in our services.


• Become an expert in our platform and educate customers on the use and benefits of our products.


• Work closely with Support and other Technical teams to ensure an exceptional customer experience and take care of any customer issues.


• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.


• Efficiently manage time to focus on essential activities to ensure customer satisfaction and successful on-time launch of websites.


• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.


• Communicate and interact effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users.


• Effectively plan and prioritize a high volume of customer activities and requests to manage customer issues / requests, following through in a timely manner, asking clarifying questions to determine the correct source & impact of issues, as well as understanding use cases to coach customers to alternate solutions when possible.


• Act as the voice of the customer internally; as the steward of the customer relationship, work cross-functionally with the project team to ensure a consistent and strong customer message is embedded in processes.


• Proactively identify account risks and drive mitigation strategy.


• Other Duties as assigned.

Minimum Qualifications:

• Bachelor's degree or 4+ years of military active duty, and 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management.


• Minimum 2 years of WordPress experience.


• Proficiency with MS Office.


• Experience with collaboration tools, such as Slack, MS Teams, Google Apps, etc.


• Possess strong phone, written and verbal communication skills with excellent presentation skills.


• Confident, high energy, self-motivated and a true team player.


• Experience working with senior and executive level customer contacts.


• Demonstrated ability and desire to work and excel in fast-paced environment.


• Excellent multitasking and project management skills.


• Understanding of Internet and web applications with a desire learn new technologies.


• Ability to understand and articulate the site migration process.


• Well-organized, with a high attention to detail and ability to prioritize.


• This position requires schedule flexibility and the ability to conduct after-hours consultation calls as needed.


• Ability to obtain a Public Trust.

 

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position.  This is not intended to be a complete list of all duties, responsibilities, and skills required.  Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessary.  We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

 

We are an equal opportunity employer. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

 

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053.   Reasonable accommodation requests are considered on a case-by-case basis.

 

The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website. 

 

Please do not use the dedicated email or phone number above to inquire on the status of your job application.

 

In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.

 

 

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