Customer Success Director

Description

Job Description:

The Office of Technology (OOT) at Leidos has immediate openings for a Customer Success Director in Morgantown, WV to lead the organization's growth with internal Leidos organizations as well as external commercial clients. The Customer Success Director will work alongside the senior executives of the business to develop and implement a customer success strategy designed to delight the LEAF customers. The Customer Success manager will have an in-depth knowledge of our customers and have proficiency in the LEAF platform offering. The Customer Success Director develops a high-performing team, implements an agile project management approach to customer delivery and drives customer retention and growth. The Customer Success team provides project management, implementation, training and ongoing support to the LEAF customers. In addition, the Customer Success Director will develop and implement a strategy to broaden support to the Software Accelerator. The Customer Success team owns the complete customer lifecycle of onboarding, adoption, expansion and renewal.

Primary Responsibilities
·Drive revenue growth through client satisfaction, usage and retention
·Increase product adoption and engagement
·Participate in continual feedback loops between sales and product/engineering teams as an advocate for the customer
·Oversee the start-up of new customers for successful implementations
·Engage with the customers to identify new product offerings to meet client needs and coordinate with the sales team
·Establish a communication plan and a regular business rhythm for client communication
·Conduct frequent customer surveys to strengthen relationships, conduct gap analysis, understand usage and reinforce the return on investment receiving from LEAF
·Conduct regular In Process Reviews with customer success managers and the product/engineering team and a monthly review with senior management
·Funnel competitive intel to the marketing, sales and product/engineering teams
·Work in a team environment with senior executives, the sales team and the product/engineering team to ensure customer success
·Coordinate and collaborate with other organizations in the Leidos enterprise to support opportunities
·Provide weekly reporting on customers, participate in and lead a weekly customer success team meeting
·Manage and facilitate the organization/execution all LEAF and Software Accelerator training events and activities
·Manage and direct the development of all LEAF and Software Accelerator training material
·Facilitate all communications with the LEAF and Software Accelerator community of users

Basic Qualifications
·Leadership skills to develop, organize and execute significant software delivery
·Strategic thinker, account management, forward looking approach with strong commitment to customer success
·Knowledge and understanding of the software as a service/subscription-based software and cloud architecture, gained from prior industry experience
·Minimum of 5 years experience in the technology industry
·Bachelor's degree in a related field (business/marketing, communications, engineering or computer science) and 8+ years of related experience or master's degree with 6+ years of experience
·Strong verbal communication skills
Entrepreneurial approach to business and willingness to learn, adapt and lead change

Preferred Qualifications
Previous Customer Success (or strategic customer service)

External Referral Bonus:

Ineligible

External Referral Bonus $:

Potential for Telework:

Yes, 100%

Clearance Level Required:

None

Travel:

Yes, 10% of the time

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Manager

Job Family:

Account Management

Pay Range:

Pay Range $110,500.00 - $170,000.00 - $229,500.00
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