Note: The job is a remote job and is open to candidates in USA. GovCIO is hiring a Lead Customer Success Manager and Migration Expert to support Veterans Affairs Data Modernization initiatives. The role leads a customer success team while providing hands-on support for onboarding, access provisioning, cloud data platform adoption, migrations, customer support, and cross-functional program delivery.
Responsibilities
- Oversee the CSM team and the entire portfolio of internal customers and build deep relationships across their organizations, from analysts, developers, to directors and above
- Ensure the success of portfolio customers' strategic goals and work directly with decision-makers to achieve targeted business results
- Lead executive reporting of product, engineering, marketing, and support accomplishments across all CSM efforts to realize, track, and report customer values created
- Provide the necessary expertise to support identification of scalable user cases that drives platform adoption, maximize customer values, and advocate internally for what teams need to deliver to enable and scale these use cases
- Maintain rigorous account documentation - success plans, stakeholder maps, risk flags, account pulses, and agreed next steps - that sets the operation context for the broader team
- Direct the team and provide content to customer success playbooks, customer engagement templates, and team best practices, to leave the customer success function stronger than they found it
- Serve as the primary "front door" for VA Data Modernization customer support, ensuring a smooth and responsive user experience
- Provide access and provisioning support, including validating NDS privileges for fast-track users
- Assist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality
- Coordinate with Databricks SMEs and Summit Customer Enablement teams for white-glove support and post-provisioning engagement
- Identify blockers and inefficiencies within the intake or support process and escalate improvement opportunities
- Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication
- Help workgroups set up their resources and migrate their work loads
- Collaborate with the on-prem teams to decommission the necessary resources after migrations have been completed
- Manage competing priorities, handle research and response for all product line operations related data calls and provide ongoing progress reports
- Manage parallel projects under a complex program while also providing cross functional program level support
- Identify and prioritize customers top-reported and recurring issues to triage them to the appropriate teams and drive them to resolution
Skills
- Bachelor's with 15+ years (or commensurate experience)
- 15+ years of relevant experience, or equivalent professional expertise
- 10+ years of experience in customer success, account management, or a related field - with a demonstrated track record managing technical products for enterprise accounts and help customers achieve business outcomes
- Demonstrated ability to build and navigate relationships across complex organizations, both internally and with customers
- Proficiency with Building high-quality PowerPoint templates, data analysis with Spreadsheets and Pivot tables, and connecting to databases and building queries
- Strong troubleshooting, problem-solving, and analytical abilities
- Experience supporting user onboarding and access provisioning workflows
- Excellent communication, customer service, and interpersonal skills
- Ability to document processes clearly and maintain up-to-date knowledge articles
- Must be able to obtain and maintain a Suitability/Public Trust clearance
- Experience with virtual and/or cloud-based servers
- Excellent technical documentation and reporting skills
- Experience working in an Agile environment
Benefits
- This position will be fully remote located within the United States.
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