Customer Success Lead (TX DIR)

Peraton; Town of Texas (WI); On-site; USD 86,000 - 138,000; Full time

Job summary

Peraton is hiring a Customer Success Lead to support the Texas DIR, driving customer experience, agency engagement, customer advocacy, solutioning, and service evolution across the Texas Private Cloud program.

The role partners with the Account Director to shape CX plans, lead workshops, listen programs, and translate feedback into the roadmap and service evolution. Must reside in or relocate to Austin, TX or San Angelo, TX.

Qualifications

• 8+ years with BS/BA or 12+ years with HS diploma equivalent.
• 6+ years in customer success or client management in government IT.
• Experience managing multiple government agency relationships and knowledge of Texas agencies.

Responsibilities

• Support a structured customer experience program across DIR customer agencies.
• Co-own ITIL Value Chain Engage activity with the Account Director.
• Develop and manage agency-level Customer Experience plans.
• Lead delivery of the Annual Customer Experience Plan.
• Conduct customer outreach and support solutioning activities.
• Build relationships with DIR agencies and stakeholders.

Skills

Customer success

Government IT

Stakeholder management

Facilitation

Communication

Education

Bachelor's degree or higher

Tools

ITIL

Job description

Responsibilities

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 Peraton[x]
• Contribute to business-domain activities, including:Value streams,Agency engagement andResource Unit (RU) consumption communications.Lead 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.

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 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 Overview

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 do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

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.

EEO

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