Job Description

GovCIO is currently hiring for a Customer Success Manager (CSM) to support Veterans Affairs (VA) Data Modernization initiatives. This role plays a critical part in enabling rapid onboarding, improving customer intake processes, and providing high-quality support for users accessing modern data platforms. This position will be fully remote located within the United States.


Responsibilities

• Own a portfolio of internal customers and build deep relationships across their organizations, from analysts, developers, to directors and above.
• Develop intimate understanding of portfolio customers' strategic goals, team composition, decision-makers, and targeted business results.
• Collaborate with product, engineering, marketing, and support to realize, track, and report customer values created.
• Collect insights 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.
• Create customer success playbook, 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.

• Bachelor's degree in an Information Technology, Engineering, or technical discipline (or commensurate experience).
• 8 years of experience in project management or a similar role.
• 3+ 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.

• Experience supporting federal agencies, particularly Veterans Affairs (VA).
• Experience in a high-growth or early-stage company, preferrable in the data analytics and cloud computing space, where you helped create the first playbook and operated with minimum supervision.
• History of contributing to team infrastructure - playbooks, engagement templates, peer coaching, or process improvements that raised overall team performance.
• Proven track record of driving urgent customer requests for the customer and the ability to drive multiple teams toward a common goal.
• Bonus: proficiency with one of more of the following areas: cloud computing basics, data and analytics, SQL, Python.
• Experience with Microsoft Azure with the ability to search for Resource Groups across the SDP and CNG Azure subscriptions
• Ability to provide support in individual Azure resources, including: Launching and supporting Databricks workspaces and assisting in executing and testing queries within the resources
• Ability to guide customers through Azure storage structures.
• Experience processing and troubleshooting change requests, provisioning new resources, removing unused resources, debugging and escalating resource errors, triaging users to gain access to Databricks or other resources

• Ability to obtain and maintain a suitability/Public Trust

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