• Customer Success Analyst

    SAIC (VA)


    Description

    We are seeking a **Customer Success Analyst (CSx Analyst)** with a blend of **technical expertise and strong communication skills** to support the IRS Advanced Analytics Program (AAP). This role is responsible for onboarding mission teams, enabling adoption of AI/ML and GenAI services, and serving as a **trusted technical guide** for IRS users.

     

    The CSx Analyst will be **hands-on enough** to configure environments, run demos, and answer technical questions, while also building **customer-facing materials, playbooks, and presentations** that clearly articulate value. They will work closely with **Use Case Architects, CSx Architects, and Product Managers** to ensure mission teams can confidently build and operationalize models on AAP services.

    Key Responsibilities

    + Lead **onboarding sessions and demos** for mission teams, showing how to use AAP services (Databricks, SageMaker, Bedrock) effectively.

    + Perform **hands-on technical setup tasks** (access provisioning, workspace walkthroughs, pipeline templates) to accelerate customer readiness.

    + Build **customer-facing materials** (presentations, playbooks, success guides) that simplify technical concepts and highlight value.

    + Act as the **first line of technical support** for customer teams, addressing common AI/ML questions without relying on engineering teams.

    + Partner with **Use Case Architects** to understand customer problem statements and help tailor onboarding to specific use cases.

    + Collaborate with Product Manager and CSx Architect to capture **customer needs and adoption metrics** that feed roadmap improvements.

    + Document **success stories, reusable guides, and technical FAQs** to improve customer self-service.

    + Represent the CSx team in **cross-functional meetings with engineering, architecture, and delivery teams** , ensuring customer voice is heard.

    Qualifications

    Required Qualifications

    + Bachelor’s degree in computer science, Data Science, or related field and 14+ years of experience in a **technical customer-facing role** (Customer Success, Solutions Analyst, or equivalent).

    + Hands-on familiarity with **Databricks, SageMaker, or Bedrock** for AI/ML workflows (data prep, training, deployment).

    + Strong ability to **explain technical workflows** in a way that resonates with non-technical stakeholders.

    + Proven track record of running **technical demos, onboarding sessions, or workshops** .

    + Excellent communication skills (written, verbal, and presentation).

    Desired Skills

    + Certifications: **Databricks Associate, AWS Cloud Practitioner, or ML Specialty** .

    + Experience working with **Use Case Architects** or Solution Architects on technical adoption projects.

    + Familiarity with **Trustworthy AI practices** (bias monitoring, transparency, fairness).

    + Experience in creating **customer-facing materials** (slide decks, technical guides, tutorials).

    + Ability to balance **technical depth with customer empathy** , ensuring adoption and confidence.

     

    Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

    REQNUMBER: 2510935

    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