Customer Success Lead (TX DIR)

Peraton is hiring for a Customer Success Leadto support the Texas Department of Information Resources (DIR). TheCustomer Success Leadwill support customer experience agency engagement customer advocacy solutioning and service evolution activities across the Texas Private Cloud program.

This role will partner closely with theAccount Directorand contribute to ITIL 4 Value Chain Engage activities agency-level customer experience plans customer outreach migration workshops solution workshops customer listening programs and the incorporation of customer feedback into the technology roadmap and service evolution.

Must reside in or be willing to relocate to the Austin TX metropolitan area or San Angelo TX as applicable.

Key Responsibilities:

The Customer Success Lead will:

• The Customer Success Lead will be responsible for supporting a structured customer experience program across DIR customer agencies.
• Co-own theITIL 4 Value Chain Engage activitywith the Account Director.
• Develop execute and continuously manageagency-level Customer Experience (CX) plans.
• Lead delivery of theAnnual Customer Experience Plan.
• Conduct customer outreach and support solutioning activities.
• Develop and managecustomer intimacy programs.
• Manage listening tours.
• Managemigration workshopswith DIR customer agencies.
• Partner with the Account Director on thecustomer advocacy strategy.
• Gather and analyze customer feedback and feed insights into thetechnology roadmap and service evolution.
• Facilitatenatural-language DIR and agency portal accessthrough Peratonx
• Contribute to business-domain activities including:Value streamsAgency engagement andResource Unit (RU) consumption and facilitatesolution workshopsfor DIR customer agencies.
• Providemigration solutioning supportto agencies.
• Build strong relationships with DIR customer agencies and stakeholders.
• Support proactive customer communications throughout service delivery and transformation activities.
• Identify customer needs concerns opportunities and improvement areas.
• Coordinate with internal technical and service delivery teams to address customer requirements.
• Promote customer advocacy and customer-centered service evolution.

Required Qualifications:

• 8 years with BS/BA or 12 years with a HS Diploma/equivalent
• 6 years of customer success or client management experience in government IT environments.
• Demonstrated experience managingmultiple government agency relationships simultaneously.
• Texas state agency familiarity.
• Experience designing and managingcustomer experience programs.
• Experience facilitatingsolution workshops and solutioning support.
• Strongwritten and verbal communication skills.
• ITIL service management awareness.
• Experience building and maintaining senior-level customer relationships.
• Ability to work effectively across technical operational business and government stakeholder groups.
• Strong facilitation presentation stakeholder management and problem-solving skills.
• Ability to translate customer feedback into actionable service and technology improvements.
• Experience supporting complex IT transformation migration or modernization initiatives is highly desirable.
• Must be a US Citizen.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the worlds leading mission capability integrator and transformative enterprise IT provider we deliver trusted highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land sea space air and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day our employees do the cant be done by solving the most daunting challenges facing our customers. Visit to learn how were keeping people around the world safe and secure.