Remote Customer Success Manager

Summary

Join T-Rex Solutions as a Customer Success Manager to lead the Customer Success Team, providing direction to Technical Delivery Managers and ensuring customer satisfaction.

Requirements

• At least ten (10) years of professional experience in as a customer-facing consultant
• Familiarity with Federal Government contracting, and demonstrable experience leading a customer facing federal contract team
• Eight (8 plus) years of experience overseeing the delivery of IT infrastructure and or app projects and services
• Extensive experience interacting with senior customers whose organizations consume IT services
• Well-versed knowledge of cloud offerings from AWS, Azure, and Google, with demonstrable ability to explain the relative value of different cloud components or utilities
• Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring/coaching of cross-functional team members
• Proven ability to manage multiple demands simultaneously
• Demonstrated record of success motivating teams to deliver consistently high-quality customer service
• Active Top Secret Security clearance with Dept of Homeland Security (DHS) or Customs & Border Protection (CBP) preferred
• PMP certification

Responsibilities

• Facilitates evaluation of ECIS technical requirements (including Directorate-specific one), determines resources needed to meet those requirements, and assigns Technical Delivery Managers (TDMs) to manage projects
• Provides customer requirements to the Architecture, Engineering, and Integration Manager
• Ensures that all TDMs pro-actively inform customers of new and improved service offerings
• Reviews delivery progress across multiple projects
• Develops success metrics that are relevant and timely, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements

Benefits

• PTO available to use immediately upon joining (prorated based on start date)
• Paid parental leave
• Individual and family health, vision, and dental benefits
• Annual budget for training, professional development and tuition reimbursement
• A 401(k) plan with company match fully vested after 60 days of employment among other benefits