ICAM Customer Success Manager - Hybrid

Responsibilities for this Position

Location: USA MD Fort Meade
Full Part/Time: Full time
Job Req: RQ201065


Type of Requisition:
Regular

Clearance Level Must Currently Possess:
Secret

Clearance Level Must Be Able to Obtain:
Secret

Public Trust/Other Required:
None

Job Family:
Functional Experts

Job Qualifications:

Skills:
Analytical Thinking, Business Process Improvements, Customer Service, Planning, Requirements Definition
Certifications:
None
Experience:
5 + years of related experience
US Citizenship Required:
Yes

Job Description:

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

The likely salary range for this position is $105,622 - $126,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:
40

Travel Required:
25-50%

Telecommuting Options:
Hybrid

Work Location:
USA MD Fort Meade

Additional Work Locations:

Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

PI273372550