ECS is seeking a Customer Success Manager to work in our Fairfax, VA office.
PMO Customer Success Manager
This position is Hybrid with on-site work located in our Security Operations Center (SOC) in EC HQ, Fairfax, VA. It requires very minimal travel if any, and only if a contract calls for it, which is very rare. All travel would be short term. Preferred candidates are local to Washington, DC.
The role of the Customer Success Manager (CSM) is to see to the successful client delivery of services across our global commercial customer base. To be proactive, help customers achieve their goals and drive value from the services delivered. CSMs will be responsible for coordinating service delivery on customer accounts to deliver contractually, maintain the relationship, and organize and oversee the delivery team. Services can range from a wide gambit of cybersecurity services and in this role those services will primarily be in the maintenance phase of the System Development Life-cycle (SDLC). Where tools and services are managed daily to handle incidents and requests and security incidents and response. You will advocate for the customer, understand the services being delivered, and ensure that continuing operations is occurring.

• CSMs lead and coordinate with cross-functional teams consisting of engineering, analysis, architecture, sales, PMO, and business support to deliver services.
• Build relationships with customers based on trust.
• Create and manage customer communication plans for operations.
• Keep track of engagement decisions, assumptions, and constraints.
• Schedule work and deliverables.
• Manage risk and issue registry, reporting weekly updates and mitigations to the director and customers.
• Work with technical resource managers to acquire the right workforce to deliver contracted services.
• Forecast labor and non-labor expenses to oversee the operational costs.
• Serve as an on-call Incident Manager once a month, being available 24x7 by phone for any Major Incidents during off hours.
• Conduct weekly meetings and reports for customers requests or operational work
• Review and approve invoices for vendors, subs, and customers
• Oversee tickets submitted for engagement, their assignment, and timely completion, SLAs may apply.
• Review and approve time sheets for sub- contractors if applicable
• To be part of a PMO, to contribute to its improvement, management, and provide backfill to other CSMs when necessary.

- Annual training, education, and certification opportunities are included.
Active-Listening
Recognize Customer Individuality
Be Proactive
Be an Advocate
Over-communicate
Find ways to get customers involved
Improve service adoption
Respond to customer needs in a timely manner
Experience managing IT service accounts