Customer Success Lead (TX DIR)

Peraton; Texas; On-site; USD 86,000 - 138,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Health savings account

Short/long term disability

EAP (employee assistance program)

Parental leave

401(k)

Paid time off (PTO)

Company paid holidays

Job summary

Peraton is hiring a Customer Success Lead to support the Texas Department of Information Resources (DIR). This role drives customer experience, agency engagement, customer advocacy, and service evolution for the Texas Private Cloud program.

The position collaborates with the Account Director to shape the CX strategy and roadmaps, ensuring close alignment with DIR agencies and stakeholders. Ideal candidates reside in Austin or San Angelo, TX, or are willing to relocate.

Qualifications

• 8+ years with BS/BA or 12+ years with HS Diploma/equivalent.
• 6+ years of customer success or client management experience in government IT environments.
• Experience managing multiple government agency relationships simultaneously.
• Texas state agency familiarity.
• Must be a US Citizen.

Responsibilities

• Support structured customer experience program across DIR agencies.
• Co-own ITIL 4 Value Chain Engage activity with Account Director.
• Develop, execute and manage agency-level Customer Experience (CX) plans.
• Lead delivery of the Annual Customer Experience Plan.
• Conduct customer outreach and support solutioning activities.
• Develop and manage customer intimacy programs.
• Manage listening tours and migration workshops with DIR agencies.
• Partner on customer advocacy strategy and feed insights into roadmap.

Skills

Customer success experience

Government IT experience

Relationship management

Facilitation

Communication skills

US Citizenship

Education

BS/BA degree

HS Diploma/equivalent

Job description

About Peraton

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 world's 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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

About Peraton

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 world's 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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

About The Role

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

This role will partner closely with the Account Director and 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 the ITIL 4 Value Chain Engage activity with the Account Director.
• Develop, execute, and continuously manage agency-level Customer Experience (CX) plans.
• Lead delivery of the Annual Customer Experience Plan.
• Conduct customer outreach and support solutioning activities.
• Develop and manage customer intimacy programs.
• Manage listening tours.
• Manage migration workshops with DIR customer agencies.
• Partner with the Account Director on the customer advocacy strategy.
• Gather and analyze customer feedback and feed insights into the technology roadmap and service evolution.
• Facilitate natural-language DIR and agency portal access through Peraton[x]
• Contribute to business-domain activities, including:Value streams, Agency engagement and Resource Unit (RU) consumption communications.Lead and facilitate solution workshops for DIR customer agencies.
• Provide migration solutioning support to 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.

Qualifications

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 managing multiple government agency relationships simultaneously.
• Texas state agency familiarity.
• Experience designing and managing customer experience programs.
• Experience facilitating solution workshops and solutioning support.
• Strong written 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.

Details

Target Salary Range: $86,000 - $138,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

EEO

Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.