Customer Success Manager

SAIC, a leader in providing innovative technology solutions to government and commercial customers, is seeking a driven and customer-centric individual to join our team as a Customer Success Manager. 

This is a hybrid job located in the Northern Virginia area. Up to 75% annual travel is required.

In this role, you will be responsible for managing customer relationships, driving adoption of SAIC offerings, and facilitating successful program management for short-term efforts, including demos, implementations, and prototypes. As a Customer Success Manager, you will play a crucial role in ensuring customer satisfaction and promoting the value of our products and services.

Responsibilities:

Customer Engagement:

n
• Develop and maintain strong relationships with internal and external customers, serving as their primary point of contact to address inquiries, needs, and pain points.
n
• Advocate and demonstrate the value of SAIC's products and services, proactively seeking opportunities to increase customer engagement and satisfaction.
n
• Monitor customer data, identify trends, and recommend improvements to enhance the product and customer experience.
n
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction.
n
• Identify upselling and cross-selling opportunities, partnering with sales to deliver additional value to customers.
n

Scoping and Expectations Management:

n
• Collaborate with sales, BD, and program teams to gather requirements for customer efforts and establish key objectives.
n
• Work with technical leadership to build a Rough Order of Magnitude for development activities and set achievable milestones for the technical team's success.
n
• Host Technical Exchange Meetings (TEMs) between technical teams and customers to verify the technical viability of solutions.
n
• Coordinate discussions around incoming requests from the Business Ops organization within SAIC.
n
• Draft and deliver customer engagement presentations that clearly articulate customer needs, timelines, resources, and deliverables.
n

Tiger Team Management:

n
• Ensure the successful delivery of offerings and customer satisfaction by assembling and managing teams and resources.
n
• Effectively manage Firm Fixed Price project budgets for outcome-based services, including sprints and offering implementation.
n
• Communicate milestones, successes, lessons learned, and blockers to Growth Enablement, BD, Program teams, and the end customer.
n
• Coordinate with Offering and IRAD managers for resource allocation and product feedback during customer engagements.
n

Sales Enablement & Offering Pipeline Management:

n
• Collaborate with Procurement, Legal, Growth Enablement, and other SAIC organizations to facilitate internal processes for opportunities.
n
• Support BD and capture teams in strategic pursuits with key customers and bids.
n
• Identify on-contract growth opportunities utilizing SAIC's enterprise offerings.
n
• Coordinate between business ops, sales, and technical teams to provide optimal solutions for customer demos and development requests.
n
• Assist in prioritizing the product backlog based on customer feedback and needs.
n
• Manage vendor relationships for sales opportunities, demo coordination, and labor supplementation.
n