Customer Success Lead

Description

Job Description:

SMIT is the largest IT services program for the Navy. Under the Service Management, Integration, and Transport (SMIT), the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet (NMCI) and Marine Corps Enterprise Network (MCEN), including cybersecurity services, network operations, service desk, and data transport. In order to continually modernize these networks, the Navy and Marine Corps will award project Task Orders onto the SMIT contract.

The Defense Group of Leidos has an opening for a Customer Success Lead (CSL) to support both transition and fully operational phases of the SMIT contract. This is an exciting opportunity for those who align with our core values (integrity, inclusion, innovation, agility, collaboration, and commitment) and are devoted to the success of our Navy and Marine Corps customers.

Job Summary

The CSL is responsible to the SMIT Senior Leadership Team for implementing, managing, and coordinating program-wide functions for the new Customer Success management practice. The CSL will leverage multiple ways to gain a holistic view of the customer’s experience and perspective. This includes resolving customer pain points through targeted projects, actions, and messages; monitoring the customer’s success journey by compiling and analyzing critical customer satisfaction and performance data; and monitoring and acting on SMIT program goals and documenting performance based on accountability and measurable results.

The CSL will straddle the gap between customer satisfaction and increasing SMIT Task Order volume, between expertise in SMIT service and customer insight, and between company interests and customer interests. The CSL’s focus on customer loyalty and advocacy to promote Leidos across DoD and other federal domains will serve as a powerful growth engine – not only for the SMIT program team, but also for the greater Leidos enterprise. When done right, the SMIT Customer Success process creates a virtuous circle that ensures mutual success between Leidos and our SMIT customers.

Primary Responsibilities

• Implement the Customer Success process across the SMIT team. Establish and maintain working relationships with SMIT functional leads, service management leads, customer advocacy managers, quality assurance, corporate communications, and Navy account managers.

• Set, track, and act on aggressive performance metrics at all levels with goals of (a) turning data flowing through the SMIT organization into real and actionable information that will allow us to run our program more productively, (b) sustaining a strong revenue baseline for the SMIT team to build from, and (c) determining what percentage of SMIT customers rate us very highly and consequently act as promoters for Leidos.

• Engage with Navy program office process owners and end-user representatives as well as with Leidos senior managers on areas related to: customer health through service delivery, planning and execution; customer satisfaction; emphasis on prevention and consultative advice (ITIL); and management of support services to SMIT customers.

• Serve as an escalation point for solving issues that can’t be resolved through normal means.

• Act as an advocate for Leidos, and a vital part of branding efforts. Capture feedback from customers and determine what kind of impact it has on the SMIT team.

• Leverage the SMIT customer satisfaction survey management process to gain insights and feedback from end user customers.

• Manage the SMIT CPARS self-Assessment process.

• Manage the SMIT program Award Fee self-assessment process.

• Analyze and synthesize feedback from periodic Leidos Client Assessments, Mid-Course Reviews, and Monthly/Quarterly Management Reviews to take action to improve customer success.

• Support customer communication campaigns.

• Leverage ITIL best practices to ensure the IT organization designs, deploys, and sustains high quality, highly available solutions that align with business and IT strategic objectives.

Basic Qualifications

• Team-oriented with a strong focus on customer satisfaction and passion for lasting relationships with customers.

• Bachelor's degree with 12+ years of related experience in:

  • Enterprise delivery or support environment with demonstrated complex project delivery success.

  • Customer relationship building skills and working with clients at all organizational levels with a high degree of professionalism and business acumen.

  • Leadership, program/project management, diplomatic and motivational skills including the ability to lead in a matrixed environment.

• Solid ability to work creatively, analytically, and strategically in a problem-solving environment demonstrating teamwork, innovation and excellence.

• Ability to clearly articulate technical messages for a variety of audiences at a high-level, both through written and verbal means.

• Working experience in government programs, particularly related to IT Service Delivery programmatic and financial aspects and standard business practices.

• U.S Citizen that currently possess an active DoD Secret security clearance.

Preferred Qualifications

• Prior experience in Customer Success practices.

• 12+ years of experience in IT Service Delivery relationship management and customer health metrics

• 12+ years of experience with managing the planning, provisioning, and delivery of IT services to large organizations.

• ITIL 3 or 4 Foundation certification.

• Project Manager Professional (PMP) certification.

• Knowledge of data analytics and data visualization techniques needed to ingest data, to analyze using sophisticated techniques, and to apply the resulting insights into routine Customer Success

External Referral Bonus:

External Referral Bonus $:

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