ICAM Customer Success Manager - Hybrid

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

Work Requirements