Job Description

Description

SAIC, a leader in providing innovative technology solutions to government and commercial customers, is seeking a driven and customer-centric individual to join our team as a Customer Success Manager. 

This is a hybrid job located in the Northern Virginia area. Up to 75% annual travel is required.

In this role, you will be responsible for managing customer relationships, driving adoption of SAIC offerings, and facilitating successful program management for short-term efforts, including demos, implementations, and prototypes. As a Customer Success Manager, you will play a crucial role in ensuring customer satisfaction and promoting the value of our products and services.

Responsibilities:

Customer Engagement:

• Develop and maintain strong relationships with internal and external customers, serving as their primary point of contact to address inquiries, needs, and pain points.
• Advocate and demonstrate the value of SAIC's products and services, proactively seeking opportunities to increase customer engagement and satisfaction.
• Monitor customer data, identify trends, and recommend improvements to enhance the product and customer experience.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction.
• Identify upselling and cross-selling opportunities, partnering with sales to deliver additional value to customers.

Scoping and Expectations Management:

• Collaborate with sales, BD, and program teams to gather requirements for customer efforts and establish key objectives.
• Work with technical leadership to build a Rough Order of Magnitude for development activities and set achievable milestones for the technical team's success.
• Host Technical Exchange Meetings (TEMs) between technical teams and customers to verify the technical viability of solutions.
• Coordinate discussions around incoming requests from the Business Ops organization within SAIC.
• Draft and deliver customer engagement presentations that clearly articulate customer needs, timelines, resources, and deliverables.

Tiger Team Management:

• Ensure the successful delivery of offerings and customer satisfaction by assembling and managing teams and resources.
• Effectively manage Firm Fixed Price project budgets for outcome-based services, including sprints and offering implementation.
• Communicate milestones, successes, lessons learned, and blockers to Growth Enablement, BD, Program teams, and the end customer.
• Coordinate with Offering and IRAD managers for resource allocation and product feedback during customer engagements.

Sales Enablement & Offering Pipeline Management:

• Collaborate with Procurement, Legal, Growth Enablement, and other SAIC organizations to facilitate internal processes for opportunities.
• Support BD and capture teams in strategic pursuits with key customers and bids.
• Identify on-contract growth opportunities utilizing SAIC's enterprise offerings.
• Coordinate between business ops, sales, and technical teams to provide optimal solutions for customer demos and development requests.
• Assist in prioritizing the product backlog based on customer feedback and needs.
• Manage vendor relationships for sales opportunities, demo coordination, and labor supplementation.

Qualifications

Required Qualifications:

• Must be a US Citizen with a TS/SCI with polygraph clearance. 
• Bachelor's degree in a relevant field with 10 or more years of related experience. Masters degree in a relevant field with eight (8) or more years of related experience. Will consider four (4) additional years of experience in lieu of a degree.
• Proven experience in a customer-facing role, preferably in a technology or AI-related domain.
• Strong communication and interpersonal skills, with the ability to build rapport with customers and technical teams alike.
• Demonstrated problem-solving and conflict resolution abilities to address and resolve customer issues effectively.
• Ability to prioritize and manage multiple customer accounts, ensuring their success and satisfaction.
• Ability to learn technologies and concepts at a high-level is necessary.

Desired Certifications:

• Agile certifications such as Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI-ACP).
• Any sort of technical certification that denotes experience in the field (I.e. AWS Cloud Practitioner, ITIL v4, Google Certifications, etc.).

Desired Qualifications:

• TS/SCI with polygraph clearance.
• Familiarity with AI, Cloud, Data or Software technologies and concepts is a large plus, but not mandatory.
• Knowledge of federal government, military experience, contracting processes, and regulations is advantageous.

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