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About the role
Key responsibilities & impact- Support execution of Customer Success Operations Plan (CSOP) activities, ensuring alignment with program objectives and stakeholder needs.
- Coordinate and support stakeholder engagement activities, including planning, scheduling, and execution of engagement sessions.
- Assist in managing customer relationships, capturing feedback, tracking engagement history, and identifying opportunities for improvement.
- Ensure execution of customer agreements remains compliant with established standards and contractual requirements.
- Support service portfolio and service catalog management, including tracking available services, capabilities, and adoption metrics.
- Assist in executing customer use case intake and solutioning processes, ensuring accurate capture of requirements and alignment to platform capabilities.
- Collect, analyze, and report on customer and user analytics, including usage patterns, satisfaction, and performance metrics.
- Support development and maintenance of customer success metrics, dashboards, and reports.
- Coordinate with technical teams (data, platform, AI/ML, and engineering) to ensure customer needs are translated into actionable requirements.
- Assist in development of communications materials, including briefings, reports, and outreach content supporting customer engagement.
- Support execution of training and enablement activities, including coordination of materials and user support resources.
- Track and report on risks, issues, and dependencies related to customer success operations.
- Contribute to continuous improvement of customer success processes, tools, and methodologies.
- Participate in SAFe ceremonies including PI Planning, backlog refinement, sprint reviews, and retrospectives as needed to support customer success activities.
Requirements
What you’ll need- Active Secret clearance with SCI eligibility
- Bachelor’s degree in Business Administration, Management, Communications, Data Analytics, or related discipline and 8–12 years of relevant experience OR Master’s degree in a related field and 6–10 years of relevant experience
- Experience supporting customer success, stakeholder engagement, or business operations in enterprise environments
- Strong stakeholder engagement and relationship management skills
- Experience collecting and analyzing customer feedback, usage data, and performance metrics
- Experience developing reports, dashboards, and communication materials
- Ability to define and maintain service levels and agreements
- Experience supporting data-sharing agreements, system onboarding, or enterprise data integrations
- Strong understanding of data pipeline development and data-sharing agreements
- Proven ability to monitor and maintain data connections
- Experience with customer success operations and service portfolio management
- Experience in developing and maintaining service catalogs
- Experience with user and customer analytics
- Strong organizational, analytical, and communication skills
- Experience working with cross-functional teams in dynamic, fast-paced environments.
Benefits
Comp & perks- Competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analyticscustomer success operationsstakeholder engagementperformance metricsservice portfolio managementservice catalog managementdata pipeline developmentuser analyticsreport developmentdashboard creation
Soft Skills
relationship managementorganizational skillsanalytical skillscommunication skillscross-functional collaborationcontinuous improvementproblem-solvingtraining coordinationrisk managementcustomer engagement
Certifications
Active Secret clearanceSCI eligibility