SLED Customer Success Account Mgmt, Manager
Core
Manage customer success for US government agencies by leading a team to ensure value realization, drive adoption of modern digital approaches, and maximize customer investments.
Role type
Senior IC Customer Success Manager (People Management)
Builds
Customer success plans, strategic roadmaps, and delivery programs for federal, state, and local US government agencies.
Domain
Public Sector / Government / Customer Success
Deliverable
client delivery
Required skills
People management, team coaching, stakeholder management, strategic roadmap development, delivery program management, resource mobilization, pipeline growth, churn reduction, executive escalation management, business rhythm facilitation.
Preferred skills
Project management methodologies, change management frameworks, consumption portfolio management.
Technologies
Customer Success Plan (CSP), delivery backlog tools, business rhythm (RoB) tracking systems.
Responsibilities
Model, coach, and care for the team to ensure they meet objectives; ensure customers recognize planned value; lead team in adopting organizational and customer success strategy; support account team planning and promote business/technical needs for change; coach team on developing strategic roadmaps with key stakeholders; guide team through delivery program reviews to ensure alignment; lead executive escalation management and communications; run business rhythms to review delivery metrics; mobilize resources to resolve blockers; coach team to identify pipeline opportunities and ensure milestone completion; drive business growth and minimize churn.
Seniority
Manager, hands-on leadership
