Customer Success Manager

Customer Success Manager

Customer Success Manager

Are you ready for your next career adventure?! Integrated Management Strategies (IMS) is a woman-owned 8(a) small business that specializes in providing comprehensive solutions and services to Federal government agencies. We are proud of our national presence, and we’re excited to be offering great career opportunities like this role with our organization!

IMS are seeking a highly motivated Customer Success Manager as a full-time salaried employee to join our winning team at IMS. This role is a Hybrid role, that may require travel to IMS HQ in Tysons, VA or to Client locations as needed.

Role Summary:

As a Customer Success Manager, you will be responsible for overseeing successful delivery of projects and services to our federal clients, obtaining high ratings on all our delivery programs and winning repeat business. You will collaborate with corporate and cross-functional teams, manage client relationships, and ensure the highest level of service delivery. Your strong leadership, communication and managerial skills will be essential in driving customer success, meeting/exceeding their expectations, and maintaining long-term client satisfaction. You will represent IMS interests with our clients and partake in internal initiatives to grow and scale the company as needed.

Key Responsibilities and Managed Outcomes:

Delivery Management:

• Oversee the planning, execution, and monitoring of multiple client projects simultaneously, ensuring adherence to project schedules, budgets, and quality standards.
• Supervise delivery of scope, objectives, and deliverables per contract, and be the first point of escalation to clients beyond the Program leads.
• Consistently identify opportunities to demonstrate our delivery excellence, thought leadership, and domain expertise.
• Develop and maintain resource skills matrix and resource utilization plans across Program to showcase our strengths.
• Collaborate with Program leads, delivery teams, partners, vendors, and IMS corporate teams to minimize risks by identifying and mitigating risks and issues.
• As the first point of contact for IMS Executives, regularly communicate status updates, performance trends, risks and growth opportunities.

Client Relationship Management:

• Serve as the primary point of contact for assigned federal clients, building strong relationships, and understanding their unique needs and objectives.
• Conduct regular meetings and check-ins with clients to ensure a comprehensive understanding of their expectations and provide proactive updates on progress.
• Address client concerns and provide effective solutions, demonstrating a commitment to customer satisfaction.

Team Leadership and Collaboration:

• Manage a team of professionals, including project managers, leads, consultants, and support staff, fostering a collaborative and high-performance work environment.
• Provide guidance, coaching, and performance feedback to team members, ensuring their professional development and growth.
• Collaborate with internal departments, such as sales, operations, and finance, to ensure seamless project delivery and client satisfaction.
• Foster a culture of continuous improvement, implementing best practices and methodologies to optimize service delivery processes.

Quality Assurance and Compliance:

• Ensure compliance with contract deliverables, federal regulations, IMS corporate policies and standards throughout the delivery lifecycle.
• Develop and implement quality assurance and quality control metrics and measures to deliver high-quality solutions and services.
• Conduct regular project audits and reviews to identify areas for improvement and ensure adherence to established processes and guidelines.
• Lead company through ISSO and CMMI quality compliance initiatives.

Business Development:

• Create and execute customer success strategy, vision, and plan across all IMS clients.
• Identify organic sales opportunities for additional service offerings and upselling to enhance client partnerships.
• Possess a deep understanding of client needs - represent the voice of the customer with IMS business development initiatives.
• Lead optimization of Proposal operations

Required Skills:

• 5+ years of experience as a Customer Success Manager or in a similar role, preferably in the federal consulting industry.
• In-depth knowledge of federal government processes, FAR regulations, and compliance requirements.
• Strong project management skills with a track record of successfully delivering complex projects.
• Excellent leadership abilities, including the capability to motivate teams, resolve conflicts, and foster a positive work environment.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members at all levels.
• Strong analytical and problem-solving skills, with a strategic mindset and a focus on continuous improvement.
• Proficiency in project management software, collaboration tools, and Microsoft Office Suite.

Desired Skills:

• 5+ years of experience managing consulting engagements at Federal agencies.
• 5+ years of experience working at small-business federal consulting companies.

Education:

• Bachelor's degree in a relevant field (e.g., Business Administration, Computer Science, Engineering, or a related discipline). Master's degree preferred.
• Project Management Professional (PMP) certification.
• Certification in Agile/SCRUM methodologies desired.

What we offer:

In addition to a rewarding career, IMS offers a wide range of benefits to its employees, including PTO, Health, Dental and Vision Insurance, FSA, 401K and many more!

Integrated Management Strategies is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, gender identity, national origin, disability, pregnancy, status as a protected veteran, or any other protected characteristic as outlined by federal, state, or local laws.  If you are an individual with a disability and would like to request a reasonable accommodation for the employment process, please email your request to hr@im-strat.com.

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