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:
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 For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability