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SOS International LLC Customer Success Manager in Vienna, Virginia

Overview

Customer Success Manager for Exovera will collaborate closely with platform users, customers, and potential customers to guarantee their success with our products. The Manager will ensure a seamless transition from pre-sales engagement to post-sale fulfillment. They will work cross-functionally with sales, analysts, engineers, and IT, advocating for customer needs and contributing to product strategy and planning to exceed customer journey expectations.

Essential Job Duties

The Customer Success Manager manages relationships with users and ensures the overall satisfaction of critical accounts across the Exovera customer base. This dynamic role encompasses serving as the first tier of customer support, troubleshooting customer problems, and providing product walk-throughs and training sessions. It may require travel to customer sites for hands-on assistance. The Customer Success Manager will be instrumental in addressing support tickets, utilizing and optimizing product experience and support ticket systems, and contributing to product enhancements that propel Exovera's progress and client success.

Minimum Requirements

  • College Education or equivalent.

  • Experience working with government customers such as the US intelligence community, DOD, US Federal Law enforcement, and governments of NATO countries.

  • Ability to communicate effectively with clients and gather requirements.

  • Ability to manage setup and on-boarding of users in cloud environments.

  • Experience in intelligence analysis or data analysis from varied sources within the defense, national security, or law enforcement sectors.

  • Secret government security clearance.

Preferred Qualifications

  • Experience with technical support in fast-paced, intrapreneurial, client-facing environments.

  • Experience with CRM, support ticket tracking, and product experience tools.

  • Excellent presentation and training skills.

  • TS government security clearance.

Work Environment

  • Remote or hybrid work from home and/or office (Vienna VA). Travel 10%.
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