Lead Customer Success Manager / Migration Expert (Remote)

Lead Customer Success Manager (CSM) / Migration Expert

GovCIO is currently hiring for a Lead Customer Success Manager (CSM) / Migration Expert to support Veterans Affairs (VA) Data Modernization initiatives. This role leads a team of CSMs and also serves as an individual contributor 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:

• Oversee the CSM team and the entire portfolio of internal customers and build deep relationships across their organizations, from analysts, developers, to directors and above.
• Ensure the success of portfolio customers' strategic goals and work directly with decision-makers to achieve targeted business results.
• Lead executive reporting of product, engineering, marketing, and support accomplishments across all CSM efforts to realize, track, and report customer values created.
• Provide the necessary expertise 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.
• Direct the team and provide content to customer success playbooks, 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 workloads.
• 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.

Qualifications:

Bachelor's with 15+ years (or commensurate experience)

Required Skills and Experience:

• 15+ years of relevant experience, or equivalent professional expertise.
• 10+ 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.

Preferred Skills and Experience:

• Experience with virtual and/or cloud-based servers
• Excellent technical documentation and reporting skills.
• Experience working in an Agile environment.

Clearance Required: Must be able to obtain and maintain a Suitability/Public Trust clearance

Posted Salary Range: USD $185,000.00 - USD $205,000.00 /Yr.

Company Overview:

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect:

Interview & Hiring Process:

• During the Interview Process
• Virtual video interview conducted via video with the hiring manager and/or team
• Camera must be on
• A valid photo ID must be presented during each interview
• During the Hiring Process
• Enhanced Biometrics ID verification screening
• Background check, to include:
• Criminal history (past 7 years)
• Verification of your highest level of education
• Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range: The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.