T-Rex Consulting Corporation - Washington, DC
posted 5 months ago
T-Rex Solutions is seeking a Customer Success Manager to lead the Customer Success Team, providing direction to Technical Delivery Managers (TDMs) who are dedicated to specific OIT customer user organizations. The primary goal of this role is to ensure that customers are delighted and have a positive experience while engaging with the ECIS platform. The Customer Success Team has two main functions: maintaining active relationships with customers to ensure that project teams are meeting their needs and that their requests for new capabilities are understood and considered, and working across groups to help resolve conflicting requirements and priorities. The Customer Success Manager will facilitate the evaluation of ECIS technical requirements, determine the resources needed to meet those requirements, and assign TDMs to manage projects effectively. This role also involves providing customer requirements to the Architecture, Engineering, and Integration Manager, ensuring that all TDMs proactively inform customers of new and improved service offerings, and reviewing delivery progress across multiple projects. Additionally, the Customer Success Manager will develop relevant and timely success metrics, including adoption measures, customer satisfaction scores, and issue monitoring and resolution measurements. This position reports to the BPA Task Order Program Manager.