The Office of Technology (OOT) at Leidos has immediate openings for a Customer Success Director in Morgantown, WV to lead the organization’s growth with internal Leidos organizations as well as external commercial clients. The Customer Success Director will work alongside the senior executives of the business to develop and implement a customer success strategy designed to delight the LEAF customers. The Customer Success manager will have an in-depth knowledge of our customers and have proficiency in the LEAF platform offering. The Customer Success Director develops a high-performing team, implements an agile project management approach to customer delivery and drives customer retention and growth. The Customer Success team provides project management, implementation, training and ongoing support to the LEAF customers. In addition, the Customer Success Director will develop and implement a strategy to broaden support to the Software Accelerator. The Customer Success team owns the complete customer lifecycle of onboarding, adoption, expansion and renewal.
·Drive revenue growth through client satisfaction, usage and retention
·Increase product adoption and engagement
·Participate in continual feedback loops between sales and product/engineering teams as an advocate for the customer
·Oversee the start-up of new customers for successful implementations
·Engage with the customers to identify new product offerings to meet client needs and coordinate with the sales team
·Establish a communication plan and a regular business rhythm for client communication
·Conduct frequent customer surveys to strengthen relationships, conduct gap analysis, understand usage and reinforce the return on investment receiving from LEAF
·Conduct regular In Process Reviews with customer success managers and the product/engineering team and a monthly review with senior management
·Funnel competitive intel to the marketing, sales and product/engineering teams
·Work in a team environment with senior executives, the sales team and the product/engineering team to ensure customer success
·Coordinate and collaborate with other organizations in the Leidos enterprise to support opportunities
·Provide weekly reporting on customers, participate in and lead a weekly customer success team meeting
·Manage and facilitate the organization/execution all LEAF and Software Accelerator training events and activities
·Manage and direct the development of all LEAF and Software Accelerator training material
·Facilitate all communications with the LEAF and Software Accelerator community of users
·Leadership skills to develop, organize and execute significant software delivery
·Strategic thinker, account management, forward looking approach with strong commitment to customer success
·Knowledge and understanding of the software as a service/subscription-based software and cloud architecture, gained from prior industry experience
·Minimum of 5 years experience in the technology industry
·Bachelor’s degree in a related field (business/marketing, communications, engineering or computer science) and 8+ years of related experience or master’s degree with 6+ years of experience
·Strong verbal communication skills
Entrepreneurial approach to business and willingness to learn, adapt and lead change
Previous Customer Success (or strategic customer service)
External Referral Bonus:Ineligible
External Referral Bonus $:
Potential for Telework:Yes, 100%
Clearance Level Required:None
Travel:Yes, 10% of the time
Scheduled Weekly Hours:40
Job Family:Account Management
Pay Range:Pay Range $91,000.00 - $140,000.00 - $189,000.00
Effective October 1, in order to enter Leidos facilities in the US and to attend Leidos business events outside our facilities, employees will be required to be vaccinated for COVID-19 or maintain proof of a negative COVID-19 test within 96 hours of entry. Effective December 8, all Leidos employees must be fully vaccinated (2 weeks past final dose) unless they are entitled to a legal accommodation. If you are not vaccinated, please consider getting your COVID-19 vaccination as soon as possible. If you have any questions, please contact your Talent Acquisition POC.
Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 43,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $12.30 billion for the fiscal year ended January 1, 2021. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
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Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.