Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.
GDIT is seeking a Customer Success Manager to support our Identity, Credential, and Access Management (ICAM) program in Fort Meade, Maryland. This is a hybrid position that will require some onsite support.
As a Customer Success Manager, 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 work 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 and challenging DoD environment is a must.
How the Customer Success Manager will make an impact:
Support 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 a positive experience
Help clients take full advantage of program offerings and maximize business growth opportunities
Establish, manage, and sustain positive business relationships with customers
Support the development of 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
WHAT YOU’LL NEED TO SUCCEED – REQUIRED :
CLEARANCE: Active DoD SECRET security clearance or higher
EDUCATION: Bachelor’s Degree (or equivalent experience)
YEAR’S EXPERIENCE: 5+ years’ experience
TECHNICAL SKILLS:
----- Proven track record supporting IT customers as part of an enterprise environment
----- Analyzing customer requirements and emerging needs to anticipate and provide solutions
----- Familiarization with DoD customers and environments
SKILLS & ABLITIES:
----- Highly organized and able to manage multiple customer accounts
----- Excellent communication and interpersonal skills
----- Self-driven and proactive nature
LOCATION : HYBRID – working several days a week in the Fort Meade, MD office
GDIT IS YOUR PLACE:
Full-flex work week to own your priorities at work and at home
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
Years of Experience
5 + years of related experience
* may vary based on technical training, certification(s), or degree
Certification
Travel Required
25-50%
Citizenship
U.S. Citizenship Required
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