GDIT is seeking a Customer Success Manager to support our Identity, Credential, and Access Management (ICAM) program in Fort Meade, Maryland. This is a hybrid position that will require some onsite support.

As a Customer Success Manager, you will be responsible for advocating, supporting, facilitating, customer activities that help ensure a positive experience for ICAM clients and end-users during implementation, solution delivery, and operation of hosted customer applications.   You will work daily with internal and external customers and stakeholders, including operators, end-users, engineering, development, integration, and program stakeholders.  You will ensure that CSM activities are performed in accordance with program objectives, policies, regulations, and requirements. The ability to work in a fast-moving and challenging DoD environment is a must.   

How the Customer Success Manager will make an impact:

Support onboarding efforts of Mission Partners onto the ICAM Solution 

Analyze customer requirements and emerging needs to anticipate and provide solutions 

Analyze reported issues and support the engineering team to facilitate data capture and resolution 

Provide verification of ICAM capabilities in support of Mission Partner Requirements 

Active engagement with the customer, providing expert guidance through their lifecycle with the program, from onboarding to supporting production operations 

Provide scheduling and integration support as necessary for customer changes within the ICAM production solution 

Advocate for the customer to help ensure a positive experience  

Help clients take full advantage of program offerings and maximize business growth opportunities 

Establish, manage, and sustain positive business relationships with customers 

Support the development of program deliverables such as plans, processes, reports, briefs, training material, and user guides 

Facilitate success for customer-facing requirements, changes, events, incidents, or problems 

Conduct demonstrations of delivered solution capabilities 

Assist with the planning of customer-facing services, features, and capabilities 

Work with senior leadership, both internal and external, on planning and executing tasks using Agile methodologies 

Participate in Scrum calls 

Develop and manage client portfolios 

Provides expert guidance and leadership to less-experienced colleagues 

May serve as team or task lead. (Not a people manager) 

Other related duties as required in alignment with objectives and initiatives 

WHAT YOU’LL NEED TO SUCCEED – REQUIRED:

CLEARANCE: Active DoD SECRET security clearance or higher 

EDUCATION: Bachelor’s Degree (or equivalent experience)  

YEAR’S EXPERIENCE: 5+ years’ experience

TECHNICAL SKILLS:

----- Proven track record supporting IT customers as part of an enterprise environment

----- Analyzing customer requirements and emerging needs to anticipate and provide solutions 

----- Familiarization with DoD customers and environments 

SKILLS & ABLITIES:

----- Highly organized and able to manage multiple customer accounts 

----- Excellent communication and interpersonal skills 

----- Self-driven and proactive nature 

LOCATION:  HYBRID – working several days a week in the Fort Meade, MD office

GDIT IS YOUR PLACE:

Full-flex work week to own your priorities at work and at home

401K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays