SENIOR CUSTOMER SUCCESS MANAGER - FEDERAL (EAST COAST REMOTE)

RESPONSIBILITIES: • You will serve as the primary point of contact post sale. And will assume overall customer adoption responsibility. • Drive customer success strategies and work collaboratively to help them roadmap a solution to achieve their business objectives. • Develop a trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value. • Partner with internal team members to align account activities with the customer's business case and strategy. Work with the sales team to properly sell and position Success Services. • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' needs. • Educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal. • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product. REQUIREMENTS: • 5+ years of Public Sector customer success experience in SaaS organization. • Excellent knowledge and experience in Identity and Access Management (IAM) and Security space • Strong knowledge of cloud architecture as well as on-premise IT landscape • Extensive experience in consulting and implementation of IT systems preferably cloud service and/or identity management. • Knowledge of enterprise web technologies, security and ground breaking infrastructures • Specialized training on support, SAML, security preferred • Ability to craft and articulate a roadmap for customer to achieve success • Strong communication skills and experience presenting to executive teams • Demonstrable ability to lead expansion and adoption into large accounts. • Experience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards, Help Desk, Service Excellence • Experience of SaaS vendors such as Box, Google Apps, Salesforce, ServiceNow and Workday preferred. • Bachelor's Degree Preferred or Equivalent Experience • Available to travel up to 35% Additional requirements: • This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire.