Defense Customer Success Lead
总结：国防客户成功领先水平：领导；5年以上的国防部经验许可：需要积极秘密核准；TS/SCI 首选工作地点类型：远程，美国；首选位置是旧金山，加州，诺福克，VA,圣地亚哥，加州或洪都拉斯，HI 职位类型：全日制，好处旅游：如需客户，活动和演习；代理名称：美国海军 BizFirst 正在协助我们的客户招募一名国防成功领袖。这个角色将与防御用户集成训练，启用和解决问题，帮助他们使用海洋情报硬件更快速，更安全地做出决策。作为第一位国防客户成功领导者，你将构建客户成功功能，包括安装流程，成功播放书籍以及面向客户的战术，技术和程序。我们的客户是海洋科技公司，它设计，建造和部署海上传感器，并结合海洋学和水下声响传感与数据和软件。其能力帮助商业客户提高效率和减少排放，同时帮助政府和国防利益相关方了解海洋条件，海事活动和偏远环境。作为第一位国防客户成功领导者，你将与国防用户嵌入训练，启用和解决问题。你将赋予用户能力充分利用海洋感测硬件和数据，帮助他们做出更快，更安全的决策，由海洋情报支持。你将建立客户成功功能，包括登录流程，成功游戏簿以及面向客户的战术，技术和程序 (TTP).角色报告给全球政府和国防负责人。开发和执行可扩展的客户成功计划，以搭载并培训新用户，帮助现有用户充分利用公司产品，并将现场学习带回产品。使用海洋感应产品解决客户挑战，通过解决方案工程，产品管理，培训和支持工作。开发新的 TTP 和适应新应用情况的产品。与国防上市团队和销售部门密切合作，扩大现有的客户账户。领导端到端客户成功关系和流程
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This is a remote position.
Summary
Job Title: Defense Customer Success Lead
Level: Lead; 5+ years of DoD experience
Clearance: Active Secret clearance required; TS/SCI preferred
Work Location Type: Remote, United States; preferred locations are San Francisco, CA, Norfolk, VA, San Diego, CA, or Honolulu, HI
Work Type: Full-time, benefits
Travel: As needed for customers, events and exercises;
Agency name: US Navy
BizFirst is assisting our client with recruiting a Defense Customer Success Lead. This role will embed with defense users to train, enable, and problem-solve, helping them make faster, safer decisions using marine sensing hardware and ocean intelligence. As the first Defense Customer Success Lead, you will build the customer success function, including onboarding processes, success playbooks, and customer-facing tactics, techniques, and procedures.
Our client is an ocean technology company that designs, builds, and deploys marine sensors and combines oceanographic and underwater acoustic sensing with data and software. Its capabilities help commercial customers increase efficiency and reduce emissions, while helping government and defense stakeholders understand ocean conditions, maritime activity, and remote environments. The company has more than a decade of Navy research partnerships and is expanding its established capabilities into funded federal programs.
What will you do
As the first Defense Customer Success Lead, you will embed with defense users to train, enable, and problem-solve. You will empower users to get the most out of marine sensing hardware and data, helping them make faster, safer decisions backed by ocean intelligence. You will build the customer success function, including onboarding processes, success playbooks, and customer-facing tactics, techniques, and procedures (TTPs). The role reports to the Global Head of Government and Defense.
Responsibilities
Develop and execute a scalable customer success plan to onboard and train new users, help existing users get the most out of the company’s products, and bring learnings from the field back to Product.
Solve customer challenges using marine sensing products, working across solutions engineering, product management, training, and support. Develop new TTPs and adapt products for new use cases.
Work closely with the Defense go-to-market team and Sales to expand existing customer accounts.
Lead the end-to-end customer success relationship and process, including building and maintaining relationships with defense users and implementing the customer success framework with each customer account.
Understand customer needs deeply, including developing customer profiles and TTPs and sharing learnings with the rest of the company.
Lead participation in military exercises: conceptualize the concept of operations (CONOP), interface with government and vendor partners, execute successful product deployments, capture learnings, and implement product or playbook improvements.
Collaborate with the Defense go-to-market team, Product, Marketing, Engineering, and Technical Support to align solutions with market demand and customer requirements. Provide market insights, assess competitors, and collaborate on proposal and presentation development and submission.
Requirements
5+ years of experience working with the U.S. Department of Defense.
Hands-on experience deploying innovative technologies in warfighting scenarios. Formal customer success experience is not required; transitioning veterans and other candidates who can plan and execute a customer success strategy are welcome.
Strong understanding of the unique challenges and opportunities involved in deploying innovative technologies in theater, including safety and compliance hurdles and real-world constraints.
Ability to navigate government bureaucracy and connect the dots between users and program managers.
Excellent communication, problem-solving, and interpersonal skills.
Self-starter who can work independently and collaboratively in a fast-paced environment, balancing development and implementation of a customer success plan with short-term customer needs.
Curiosity and passion for understanding marine technologies and identifying customer gaps where technologies can be applied.
Willingness to travel as needed to meet customers, attend events, and participate in exercises.
Preferred Qualifications
Active TS/SCI clearance.
2+ years of experience in a customer success role, preferably in maritime or environmental technology.
Located in San Francisco, CA, Norfolk, VA, San Diego, CA, or Honolulu, HI.
Work Authorization and Clearance
U.S. citizenship required.
Active Secret clearance required.
An Equal Opportunity Employer
Our Client Benefits
Competitive base pay plus equity.
Medical, dental and vision coverage.
Continued learning and development stipend.
One-time home office stipend for remote team members.
Relocation bonus for team members moving to the Bay Area.
Flexible PTO, in addition to 10 company-wide office closure days; the last week of December off for everyone.
12 weeks of parental leave, plus 4 additional weeks for birthing parents.
Military leave and job protection for reservists and guard members under USERRA.
Annual company onsite week and team events throughout the year.
Requirements
Originally posted on Himalayas