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 include overseeing the CSM team and the entire portfolio of internal customers, ensuring the success of portfolio customers' strategic goals, leading executive reporting of product, engineering, marketing, and support accomplishments, providing expertise to support identification of scalable user cases, maintaining rigorous account documentation, directing the team and providing content to customer success playbooks, serving as the primary "front door" for VA Data Modernization customer support, providing access and provisioning support, assisting users in understanding cloud data environments, coordinating with Databricks SMEs and Summit Customer Enablement teams, identifying blockers and inefficiencies, ensuring exceptional customer service, helping workgroups set up their resources and migrate their workloads, collaborating with on-prem teams to decommission necessary resources, managing competing priorities, handling research and response for all product line operations related data calls, providing ongoing progress reports, managing parallel projects under a complex program, and providing cross-functional program level support.

Qualifications include a Bachelor's with 15+ years (or commensurate experience), 15+ years of relevant experience or equivalent professional expertise, 10+ years of experience in customer success, account management, or a related field, demonstrated ability to build and navigate relationships across complex organizations, 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, and ability to document processes clearly and maintain up-to-date knowledge articles.

Preferred skills and experience include experience with virtual and/or cloud-based servers, excellent technical documentation and reporting skills, and 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 transformerspeople 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.

What You Can Expect: Interview & Hiring Process, Employee Perks, and Equal Opportunity Employer.