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Description

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:

+ Develop and maintain strong relationships with internal and external customers, serving as their primary point of contact to address inquiries, needs, and pain points.

+ Advocate and demonstrate the value of SAIC's products and services, proactively seeking opportunities to increase customer engagement and satisfaction.

+ Monitor customer data, identify trends, and recommend improvements to enhance the product and customer experience.

+ Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure customer success and satisfaction.

+ Identify upselling and cross-selling opportunities, partnering with sales to deliver additional value to customers.

Scoping and Expectations Management:

+ Collaborate with sales, BD, and program teams to gather requirements for customer efforts and establish key objectives.

+ Work with technical leadership to build a Rough Order of Magnitude for development activities and set achievable milestones for the technical team's success.

+ Host Technical Exchange Meetings (TEMs) between technical teams and customers to verify the technical viability of solutions.

+ Coordinate discussions around incoming requests from the Business Ops organization within SAIC.

+ Draft and deliver customer engagement presentations that clearly articulate customer needs, timelines, resources, and deliverables.

Tiger Team Management:

+ Ensure the successful delivery of offerings and customer satisfaction by assembling and managing teams and resources.

+ Effectively manage Firm Fixed Price project budgets for outcome-based services, including sprints and offering implementation.

+ Communicate milestones, successes, lessons learned, and blockers to Growth Enablement, BD, Program teams, and the end customer.

+ Coordinate with Offering and IRAD managers for resource allocation and product feedback during customer engagements.

Sales Enablement & Offering Pipeline Management:

+ Collaborate with Procurement, Legal, Growth Enablement, and other SAIC organizations to facilitate internal processes for opportunities.

+ Support BD and capture teams in strategic pursuits with key customers and bids.

+ Identify on-contract growth opportunities utilizing SAIC's enterprise offerings.

+ Coordinate between business ops, sales, and technical teams to provide optimal solutions for customer demos and development requests.

+ Assist in prioritizing the product backlog based on customer feedback and needs.

+ Manage vendor relationships for sales opportunities, demo coordination, and labor supplementation.

Qualifications

Required Qualifications:

+ **Must be a US Citizen with a Top Secret with polygraph clearance. The candidate will obtain the TS/SCI on the job.**

+ Bachelor's degree in a relevant field with 10 or more years of related experience. Masters degree in a relevant field with eight (8) or more years of related experience. Will consider four (4) additional years of experience in lieu of a degree.

+ Proven experience in a customer-facing role, preferably in a technology or AI-related domain.

+ Strong communication and interpersonal skills, with the ability to build rapport with customers and technical teams alike.

+ Demonstrated problem-solving and conflict resolution abilities to address and resolve customer issues effectively.

+ Ability to prioritize and manage multiple customer accounts, ensuring their success and satisfaction.

+ Ability to learn technologies and concepts at a high-level is necessary.

Desired Certifications:

+ Agile certifications such as Certified Scrum Master (CSM) or Agile Certified Practitioner (PMI-ACP).

+ Any sort of technical certification that denotes experience in the field (I.e. AWS Cloud Practitioner, ITIL v4, Google Certifications, etc.).

Desired Qualifications:

+ TS/SCI with polygraph.

+ Familiarity with AI, Cloud, Data or Software technologies and concepts is a large plus, but not mandatory.

+ Knowledge of federal government, military experience, contracting processes, and regulations is advantageous.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

REQNUMBER: 2505257

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability