Remote Lead Customer Success Manager / Migration Expert

Note: The job is a remote job and is open to candidates in USA. reputed company is hiring a Lead Customer Success Manager and Migration Expert to support Veterans Affairs Data Modernization initiatives. The role leads a customer success team while providing hands-on support for onboarding, access provisioning, cloud data platform adoption, migrations, customer support, and cross-functional program delivery.

Responsibilities

Oversee the CSM team and the entire portfolio of internal customers and build deep relationships across their organizations, from analysts, developers, to directors and aboveEnsure the success of portfolio customers' strategic goals and work directly with decision-makers to achieve targeted business resultsLead executive reporting of product, engineering, marketing, and support accomplishments across all CSM efforts to realize, track, and report customer values createdProvide the necessary expertise to support identification of scalable user cases that drives platform adoption, maximize customer values, and advocate internally for what teams need to deliver to enable and scale these use casesMaintain rigorous account documentation - success plans, stakeholder maps, risk flags, account pulses, and agreed next steps - that sets the operation context for the broader teamDirect the team and provide content to customer success playbooks, customer engagement templates, and team best practices, to leave the customer success function stronger than they found itServe as the primary "front door" for VA Data Modernization customer support, ensuring a smooth and responsive user experienceProvide access and provisioning support, including validating NDS privileges for fast-track usersAssist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionalityCoordinate with reputed company SMEs and Summit Customer Enablement teams for white-glove support and post-provisioning engagementIdentify blockers and inefficiencies within the intake or support process and escalate improvement opportunitiesEnsure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communicationHelp workgroups set up their resources and migrate their work loadsCollaborate with the on-prem teams to decommission the necessary resources after migrations have been completedManage competing priorities, handle research and response for all product line operations related data calls and provide ongoing progress reportsManage parallel projects under a complex program while also providing cross functional program level supportIdentify and prioritize customers top-reported and recurring issues to triage them to the appropriate teams and drive them to resolution

Skills

Bachelor's with 15+ years (or commensurate experience)15+ years of relevant experience, or equivalent professional expertise10+ years of experience in customer success, account management, or a related field - with a demonstrated track record managing technical products for enterprise accounts and help customers achieve business outcomesDemonstrated ability to build and navigate relationships across complex organizations, both internally and with customersProficiency with Building high-quality PowerPoint templates, data analysis with Spreadsheets and Pivot tables, and connecting to databases and building queriesStrong troubleshooting, problem-solving, and analytical abilitiesExperience supporting user onboarding and access provisioning workflowsExcellent communication, customer service, and interpersonal skillsAbility to document processes clearly and maintain up-to-date knowledge articlesMust be able to obtain and maintain a Suitability/Public Trust clearanceExperience with virtual and/or cloud-based serversExcellent technical documentation and reporting skillsExperience working in an Agile environment

Benefits

This position will be fully remote located within the United States.

Company Overview

reputed company offers a marketplace that enables direct connections between recruiters and technologists. It was founded in 1990, and is headquartered in Centennial, Colorado, USA, with a workforce of 201-500 employees. Its website is [hidden] company.com.

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