Customer Success Manager

On Assignment - Fairfax, VA

Full-time

Hybrid - Fairfax, VA

Administrative and Support Services

About the position

ECS is seeking a Customer Success Manager (CSM) to ensure successful client delivery of services across a global commercial customer base. The CSM will proactively help customers achieve their goals and drive value from the services delivered, primarily focusing on cybersecurity services during the maintenance phase of the System Development Life-cycle (SDLC). This hybrid position requires minimal travel and involves coordinating service delivery, maintaining customer relationships, and overseeing the delivery team.

Responsibilities

• Coordinate service delivery on customer accounts to ensure contractual obligations are met.
• Maintain relationships with customers and advocate for their needs.
• Organize and oversee the delivery team for effective service execution.
• Create and manage customer communication plans for operations.
• Track engagement decisions, assumptions, and constraints.
• Schedule work and deliverables for the team.
• Manage risk and issue registry, providing weekly updates to the director and customers.
• Work with technical resource managers to acquire the right workforce for service delivery.
• Forecast labor and non-labor expenses to oversee operational costs.
• Serve as an on-call Incident Manager once a month, available 24x7 for Major Incidents.
• Conduct weekly meetings and reports for customer requests or operational work.
• Review and approve invoices for vendors, subs, and customers.
• Oversee tickets submitted for engagement, ensuring timely completion and adherence to SLAs.
• Review and approve time sheets for subcontractors as applicable.
• Contribute to the improvement and management of the PMO and provide backfill to other CSMs when necessary.

Requirements

• Active listening skills to understand customer needs.
• Ability to recognize customer individuality and tailor services accordingly.
• Proactive approach to customer engagement and service delivery.
• Advocacy for customer interests and needs.
• Strong communication skills to over-communicate with customers.
• Ability to find ways to involve customers in the service process.
• Experience in improving service adoption among customers.
• Timely response to customer needs and requests.
• Experience managing IT service accounts.

Benefits

• Annual training, education, and certification opportunities.