General Dynamics Information Technology

Compensation

Full Description

GDIT is seeking a Customer Success Manager to help support our DoW E-ICAM program. This is a fully remote position. As a Customer Success Manager (CSM), 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 be working 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, challenging DoW environment is a must. Meaningful work and personal impact: • Support the 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 their positive experience • Help clients take full advantage of program offerings and maximize business growth opportunities • Establish, manage, and sustain positive business relationships with customers • Develop or support development for 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   REQUIRED QUALIFICATIONS: • CLEARANCE: Active DoW SECRET Security Clearance • EDUCATION: Bachelor’s Degree (or equivalent experience) • YEAR’S EXPERIENCE: 8+ years’ experience and proven track record supporting IT customers as part of an enterprise environment by engaging with customers, troubleshooting customer issues, demonstrating how to perform a task(s). • TECHNICAL SKILLS: • Experience troubleshooting system issues and errors, validating processes are working properly. • Experience briefing government customers and giving system demonstrations (showing how our system works). • Experience with deliverables, developing or supporting development; to include plans, processes, reports, briefs, training material, and user guides (i.e. PowerPoint slide decks, meeting minutes, test reports, requirement reports, etc). • Experience with facilitating success for customer-facing requirements, changes, events, incidents, or problems. • Familiarization with DoW customers and environments - how the DoW operates, chains of command, general knowledge of the various military branches, how to speak and interact with government personnel (military and civilian). • SKILLS & ABILITIES: • Highly organized and able to manage multiple customer accounts. • Excellent communication and interpersonal skills • Self-driven and proactive nature • LOCATION: Remote (must reside in the CONUS) DESIRED QUALIFICATIONS: • TECHNICAL SKILLS: • Experience with SailPoint • Experience with Access Management tools • Experience with any of the following: ConductorOne, Zluri, CyberArk, Okta Workforce Identity Cloud, Microsoft Entra ID, Ping Identity, Oracle Access Management. GDIT is your Place: At GDIT, the mission is our purpose, and our people are at the center of everything we do. ● Growth: AI-powered career tool that identifies career steps and learning opportunities ● Support: An internal mobility team focused on helping you achieve your career goals ● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off ● Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore a career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your ambition to deliver your best work.