Customer Success Manager

Description

SAIC, a leader in providing innovative technology solutions to government and commercial customers, is seeking a driven and customer-centric individual to join our team as a Customer Success Manager.

This is a hybrid job located in the Northern Virginia area. Up to 75% annual travel is required.

In this role, you will be responsible for managing customer relationships, driving adoption of SAIC offerings, and facilitating successful program management for short-term efforts, including demos, implementations, and prototypes. As a Customer Success Manager, you will play a crucial role in ensuring customer satisfaction and promoting the value of our products and services.

Responsibilities :

Customer Engagement :

Develop and maintain strong relationships with internal and external customers, serving as their primary point of contact to address inquiries, needs, and pain points.

Advocate and demonstrate the value of SAIC's products and services, proactively seeking opportunities to increase customer engagement and satisfaction.

Monitor customer data, identify trends, and recommend improvements to enhance the product and customer experience.

• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction.

Identify upselling and cross-selling opportunities, partnering with sales to deliver additional value to customers.

Scoping and Expectations Management :

Collaborate with sales, BD, and program teams to gather requirements for customer efforts and establish key objectives.

Work with technical leadership to build a Rough Order of Magnitude for development activities and set achievable milestones for the technical team's success.

Host Technical Exchange Meetings (TEMs) between technical teams and customers to verify the technical viability of solutions.

Coordinate discussions around incoming requests from the Business Ops organization within SAIC.

Draft and deliver customer engagement presentations that clearly articulate customer needs, timelines, resources, and deliverables.

Tiger Team Management :

Ensure the successful delivery of offerings and customer satisfaction by assembling and managing teams and resources.

Effectively manage Firm Fixed Price project budgets for outcome-based services, including sprints and offering implementation.

Communicate milestones, successes, lessons learned, and blockers to Growth Enablement, BD, Program teams, and the end customer.

Coordinate with Offering and IRAD managers for resource allocation and product feedback during customer engagements.

Sales Enablement & Offering Pipeline Management :

Collaborate with Procurement, Legal, Growth Enablement, and other SAIC organizations to facilitate internal processes for opportunities.

Support BD and capture teams in strategic pursuits with key customers and bids.

Identify on-contract growth opportunities utilizing SAIC's enterprise offerings.

Coordinate between business ops, sales, and technical teams to provide optimal solutions for customer demos and development requests.

Assist in prioritizing the product backlog based on customer feedback and needs.

Manage vendor relationships for sales opportunities, demo coordination, and labor supplementation.

Qualifications

Required Qualifications :

Must be a US Citizen with a TS / SCI with polygraph clearance.

Bachelor's degree in a relevant field with 10 or more years of related experience. Masters degree in a relevant field with eight (8) or more years of related experience. Will consider four (4) additional years of experience in lieu of a degree.

Proven experience in a customer-facing role, preferably in a technology or AI-related domain.

Strong communication and interpersonal skills, with the ability to build rapport with customers and technical teams alike.

Demonstrated problem-solving and conflict resolution abilities to address and resolve customer issues effectively.

Ability to prioritize and manage multiple customer accounts, ensuring their success and satisfaction.

Ability to learn technologies and concepts at a high-level is necessary.

Desired Certifications :

Agile certifications such as Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI-ACP).

Any sort of technical certification that denotes experience in the field (I.e. AWS Cloud Practitioner, ITIL v4, Google Certifications, etc.).

Desired Qualifications :

TS / SCI with polygraph clearance.

Familiarity with AI, Cloud, Data or Software technologies and concepts is a large plus, but not mandatory.

Knowledge of federal government, military experience, contracting processes, and regulations is advantageous.