Government CX Lead: Customer Success & Solutioning

Peraton; Home (PA); Presencial; USD 86.000 - 138.000; Jornada completa

Descripción de la vacante

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

The role partners with the Account Director to drive ITIL 4 Engage activities, develop agency-level CX plans, and lead migration workshops, with relocation to the Austin or San Angelo area as applicable.

Formación

• 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 translate customer feedback into actionable service and technology improvements.
• Must be a US Citizen.
• Must reside in or relocate to the Austin, TX metropolitan area or San Angelo, TX, as applicable.

Responsabilidades

• Support 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 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.

Conocimientos

Customer success management

Stakeholder management

Government IT experience

Communication skills

Facilitation

Solution workshops

Cross-functional collaboration

US citizenship

Educación

BS/BA

High School Diploma

Descripción del empleo

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

The role partners with the Account Director to drive ITIL 4 Engage activities, develop agency-level CX plans, and lead migration workshops, with relocation to the Austin or San Angelo area as applicable.