Customer Success Manager

Unleash Your Potential

At Leidos we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers success. We empower our teams contribute to our communities and operate sustainably. Everything we do is built on a commitment to do the right thing for our customers our people and our community. Our Mission Vision and Values guide the way we do business.

If this sounds like an environment where you can thrive keep reading!

The Mission...

The Digital Modernization Sector has an exciting career opportunity for a Customer Success Manager (CSM) in Alexandria VA to support the U.S. Coast Guards Cloud Modernization program. This role is instrumental in helping subscribers to the Coast Guard determine requirements establish an onboarding plan and work with Cloud engineers to onboard them to cloud services. The Customer Success Manager will also run Program Management Reviews (PMRs) for the systems in and/or onboarding into the Coast Guard Mission Cloud.

Primary Tasks:

• Implement and continuously improve an onboarding process for applications services and systems to migrate into the Coast Guard Mission Cloud.
• Work closely with stakeholders to understand and translate requirements into detailed onboarding plans to be executed using Agile methods
• Document dependencies interfaces workflows and processes for both technical and non-technical stakeholders
• Work with the Scrum Master to track time funding materials and stakeholders involved in Cloud onboarding projects
• Keep a well-managed repository of onboarding documentation in alignment with our Knowledge Management System
• Build and maintain team and federal government customer relations for consistent and timely communication of dependencies issues challenges and progress
• Create analyze and monitor customer issue reports.
• Continuously interact with internal stakeholders to ensure appropriate resources have been allocated and customer issues are being actively handled in a timely manner.
• Supply regular status updates for all escalated customer issues. Evaluate and report on escalation performance metrics.
• Provide regular reporting to internal program management and the customer in the form of meetings standardized deliverables reports presentations
• Prioritize and act upon escalations to ensure visibility traction and ultimate closure.
• Ensure customer is heard throughout the escalation process.
• Establish correct customer expectations and enforce timely resolution through effective internal and external communication.
• Collaborate with multiple teams responsible for implementing each component of the Mission Cloud onboarding to ensure their alignment with customer objectives and roadmaps and to understand blockers report status and develop relevant metrics
• Champion for efficiency automation continuous optimization of resources enhanced platform/cloud services seamless interoperability and integration with existing platforms.
• Continuously evaluate and recommend existing and emerging tools technologies and practices that enhance the cloud and platform capabilities driving continuous improvement and innovation.
• Conduct special research and deep dives identify trends and generate reports that drive actions
• Stay informed about industry trends and emerging technologies to proactively adapt and evolve our Cloud strategies.
• Run Project Management Reviews (PMRs) for executive leadership detailing status of individual systems within the CG Mission Cloud
• Inform on Governance Review Board functions/processes

Basic Qualifications

• Minimum 10 years of combined professional experience in Cloud engineering and/or operations and/or project management/customer success roles in a technical environment especially Cloud
• Bachelors degree in computer science software engineering STEM IT project management or other relevant degree from an accredited institution
• U.S. Citizen and current Public Trust with ability to acquire Secret
• Familiarity with cloud/hybrid cloud computing platforms and their services within various security domains
• Thorough understanding of storage compute and throughput capabilities in a Cloud environment
• Thorough understanding of hybrid and multi-cloud strategies and implementations
• Through understanding of Azure and AWS functions processes and systems
• Thorough understanding of cloud-native technologies e.g containers Kubernetes serverless computing

Preferred Qualifications

• Prior experience working in a similar role for DOD components and/or U.S. Coast Guard Cloud environments
• Extensive experience in helping system owners migrate services into a Cloud environment in a technical project management and/or customer success role
• Advanced Cloud certification(s)
• PMI Project Management Professional (PMP)
• Customer Success certification
• Strong experience in Cloud architecture systems integration platform services and middleware

If youre looking for comfort keep scrolling. At Leidos we outthink outbuild and outpace the status quo because the mission demands it. Were not hiring followers. Were recruiting the ones who disrupt provoke and refuse to fail. Step 10 is ancient history. Were already at step 30 and moving faster than anyone else dares.

Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills and abilities as well as internal equity alignment with market data applicable bargaining agreement (if any) or other law.