Senior Customer Success Manager

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities

Octo an IBM company is an industry-leading award-winning provider of technical solutions for the federal government. At Octo we specialize in providing agile software engineering user experience design cloud services and digital strategy services that address government’s most pressing missions. Octo delivers intelligent solutions and rapid results yielding lower costs and measurable outcomes.

Our team is what makes Octo great. At Octo you’ll work beside some of the smartest and most accomplished staff you’ll find in your career. Octo offers fantastic benefits and an amazing workplace culture where you will feel valued while you perform mission critical work for our government. Voted one of the region’s best places to work multiple times Octo is an employer of choice!

You…

As a Senior Customer Success Manager at Octo you’ll be responsible for leading managing and supporting the overall customer success supporting the Department of Veterans Affairs. This role will successfully manage a customer success team that creates an exceptional consistent interaction for all the customers served.

Us…

We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking agile design principles and that solutions are built in collaboration with not for our customers. This mantra drives us to succeed and act as true partners in advancing our client’s missions.

Program Mission…

The Digital Transformation Center (DTC) supports Veterans Affairs (VA) with onboarding and maintaining enterprise SaaS and PaaS solutions used to support the mission of serving our Veterans and their associated stakeholders. We are digitizing information and processes for improved implementation leveraging modern tools and low code/no code for reusability and faster delivery.

Responsibilities…

• Provides extraordinary customer service.
• Foster culture of innovation & a dedication to the customer cross functionally across the program.
• Be an advocate for the customer in working with project teams.
• Manages day-to-day operational aspects of the PaaS team.
• Acts and implements customer feedback.
• Effectively applies a customer first methodology and enforces with project teams.
• Review status reports and addresses issues as appropriate.
• Focus on communications client success and program management.
• Provide exceptional level of service to our client stakeholders including drafting letters creating ad-hoc presentations and rolling up important information related to high touch PaaS DTC customers.
• She would also be a liaison for our System Integrators establishing a regular cadence to understand their pain points and address gaps in our policy procedure and communication to improve their experience and reduce the need for escalations.
• Spearhead projects and reporting for PaaS-wide internal projects to elevate the understanding of the VA team related to the work in which we are perceived to have deficiencies currently.
• Assist with compiling and delivering level of effort conversations with external business owners related to platform support sustainment and center of excellence services.

Years of experience : 8+ years of project management and proven experience supporting and improving customer success is ideal.

Education : Bachelor’s degree or 4 years of equivalent experience.

Location: Fully remote in the United States.

Clearance : Ability to obtain a Public Trust clearance.

Required Technical and Professional Expertise

• Bachelor’s degree or 4 years of equivalent experience.
• 8+ years of project or program management experience preferably in a federal government environment.
• Proven experience supporting and improving customer success is ideal.
• Ability to adapt well to diverse environments.
• Ability to communicate clearly with all levels in an organization.
• Detail-oriented with strong analytical organizational and time management skills.
• Ability to lead and work collaboratively within a dynamic team environment.
• Ability to obtain and maintain a public trust clearance.
• Must be able to use a computer.
• Must be able to communicate both verbally and in written form.
• Must be able to obtain a government security clearance.
• Must be eligible to work in the United States.
• Must have reliable internet service that allows for effective telecommuting.
• Clearance : Ability to obtain a Public Trust clearance.

Preferred Technical and Professional Expertise

• Prefer project management professional certification (PMP)