Customer Success Manager

Description

Unleash Your Potential

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customer's 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 Guard's 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
• Bachelor's 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 you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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