Note: The job is a remote job and is open to candidates in USA. Peraton is hiring a Customer Success Lead to support the Texas Department of Information Resources (DIR) and its Texas Private Cloud program. The role manages customer experience and agency engagement, leads customer outreach and workshops, supports migration solutioning, and incorporates feedback into the technology roadmap and service evolution.
Responsibilities
- The Customer Success Lead will be responsible for supporting a structured customer experience program across DIR customer agencies
- Co-own the ITIL 4 Value Chain Engage activity with the Account Director
- Develop, execute, and continuously manage agency-level Customer Experience (CX) plans
- Lead delivery of the Annual Customer Experience Plan
- Conduct customer outreach and support solutioning activities
- Develop and manage customer intimacy programs
- Manage listening tours
- Manage migration workshops with DIR customer agencies
- Partner with the Account Director on the customer advocacy strategy
- Gather and analyze customer feedback and feed insights into the technology roadmap and service evolution
- Facilitate natural-language DIR and agency portal access through Peraton[x]
- Contribute to business-domain activities, including:Value streams, Agency engagement and Resource Unit (RU) consumption communications.Lead and facilitate solution workshops for DIR customer agencies
- Provide migration solutioning support to agencies
- Build strong relationships with DIR customer agencies and stakeholders
- Support proactive customer communications throughout service delivery and transformation activities
- Identify customer needs, concerns, opportunities, and improvement areas
- Coordinate with internal technical and service delivery teams to address customer requirements
- Promote customer advocacy and customer-centered service evolution
Skills
- 8 years with BS/BA or 12 years with a HS Diploma/equivalent
- 6+ years of customer success or client management experience in government IT environments
- Demonstrated experience managing multiple government agency relationships simultaneously
- Texas state agency familiarity
- Experience designing and managing customer experience programs
- Experience facilitating solution workshops and solutioning support
- Strong written and verbal communication skills
- ITIL service management awareness
- Experience building and maintaining senior-level customer relationships
- Ability to work effectively across technical, operational, business, and government stakeholder groups
- Strong facilitation, presentation, stakeholder management, and problem-solving skills
- Ability to translate customer feedback into actionable service and technology improvements
- Experience supporting complex IT transformation, migration, or modernization initiatives is highly desirable
- Must be a US Citizen
- Must reside in or be willing to relocate to the Austin, TX metropolitan area or San Angelo, TX, as applicable
Benefits
- Remote work allowed 100%
- Employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
Company Overview