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Open nowFirst seen 5 days ago

Senior Customer Success Manager - Federal (East Coast Remote)

AA Inclusion44 open roles

Where
Remote
Work mode
Remote
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Your applicationOpen nowSenior Customer Success Manager - Federal (East Coast Remote)AA Inclusion · Remote

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on AA Inclusion's own form.

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

RESPONSIBILITIES:

  • You will serve as the primary point of contact post sale. And will assume overall customer adoption responsibility.
  • Drive customer success strategies and work collaboratively to help them roadmap a solution to achieve their business objectives.
  • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
  • Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services.
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs.
  • Educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

REQUIREMENTS:

  • 5+ years of Public Sector customer success experience in SaaS organization.
  • Excellent knowledge and experience in Identity and Access Management (IAM) and Security space
  • Strong knowledge of cloud architecture as well as on-premise IT landscape
  • Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management.
  • Knowledge of enterprise web technologies, security and ground breaking infrastructures
  • Specialized training on support, SAML, security preferred
  • Ability to craft and articulate a roadmap for customer to achieve success
  • Strong communication skills and experience presenting to executive teams
  • Demonstrable ability to lead expansion and adoption into large accounts.
  • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence
  • Experience of SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow and Workday preferred.
  • Bachelor's Degree Preferred or Equivalent Experience
  • Available to travel up to 35%

Additional requirements:

  • This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.
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