ICAM Customer Success Manager - Hybrid at General Dynamics Information Technology Maryland

General Dynamics Information Technology; Maryland; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Full-flex work week

401K with company match

Health and wellness packages

Internal mobility support

Professional growth & certifications

Cutting-edge technology exposure

Paid vacation & holidays

Job summary

General Dynamics Information Technology is seeking an ICAM Customer Success Manager for a hybrid role based in Fort Meade, Maryland. The position focuses on onboarding Mission Partners, understanding their evolving ICAM needs, and guiding them from onboarding through production operations.

The role requires a DoD–level security clearance or higher, a bachelor’s degree, and 5+ years of relevant experience in enterprise IT customer support.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years of relevant experience in customer success/management.
• Experience supporting DoD customers preferred.

Responsibilities

• Onboard Mission Partners onto the ICAM Solution and manage their lifecycle.
• Analyze customer requirements and provide proactive ICAM solutions.
• Support production operations and coordinate with engineering teams.
• Lead customer engagements and maintain positive relationships.
• Plan and schedule customer-facing services and features.

Skills

Enterprise IT customer support

Analyzing requirements

DoD familiarity

Communication skills

Organizational skills

Self-driven

Education

Bachelor’s Degree

Tools

Agile

Job description

ICAM Customer Success Manager - Hybrid – General Dynamics Information Technology

Own your opportunity to work with the largest government agency in the nation. Make an impact by advancing the Department of Defense’s mission to keep our country safe and secure.

Job Description

GDIT is seeking a Customer Success Manager to support our Identity, Credential, and Access Management (ICAM) program in Fort Meade, Maryland. This is a hybrid position that will require some onsite support.

Responsibilities

• Support onboarding efforts of Mission Partners onto the ICAM Solution
• Analyze customer requirements and emerging needs to anticipate and provide solutions
• Analyze reported issues and support the engineering team to facilitate data capture and resolution
• Provide verification of ICAM capabilities in support of Mission Partner Requirements
• Active engagement with the customer, providing expert guidance through their lifecycle with the program, from onboarding to supporting production operations
• Provide scheduling and integration support as necessary for customer changes within the ICAM production solution
• Advocate for the customer to help ensure a positive experience
• Help clients take full advantage of program offerings and maximize business growth opportunities
• Establish, manage, and sustain positive business relationships with customers
• Support the development of program deliverables such as plans, processes, reports, briefs, training material, and user guides
• Facilitate success for customer‑facing requirements, changes, events, incidents, or problems
• Conduct demonstrations of delivered solution capabilities
• Assist with the planning of customer‑facing services, features, and capabilities
• Work with senior leadership, both internal and external, on planning and executing tasks using Agile methodologies
• Participate in Scrum calls
• Develop and manage client portfolios
• Provide expert guidance and leadership to less‑experienced colleagues
• May serve as team or task lead (not a people manager)
• Other related duties as required in alignment with objectives and initiatives

Requirements

• CLEARANCE: Active DoD SECRET security clearance or higher
• EDUCATION: Bachelor’s Degree (or equivalent experience)
• YEARS OF EXPERIENCE: 5+ years
• TECHNICAL SKILLS:
  • Proven track record supporting IT customers as part of an enterprise environment
  • Analyzing customer requirements and emerging needs to anticipate and provide solutions
  • Familiarity with DoD customers and environments
• SKILLS & ABILITIES:
  • Highly organized and able to manage multiple customer accounts
  • Excellent communication and interpersonal skills
  • Self‑driven and proactive nature
• LOCATION: HYBRID – working several days a week in the Fort Meade, MD office

Benefits

• Full‑flex work week to own your priorities at work and at home
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting‑edge technology you can learn from
• Rest and recharge with paid vacation and holidays

Work Requirements

• Years of Experience: 5+ years of related experience (may vary based on technical training, certification, or degree)
• Travel Required: 25–50%
• Citizenship: U.S. Citizenship Required