Note: This position is open exclusively to candidates currently enrolled in the Hiring Our Heroes Fellows Program. Applications from individuals not participating in the program will not be considered.
Title: Customer Success & Delivery Manager (CSDM) – USMC Portfolio
Reports to: Director of Delivery
This Internship will as closely possible mirror what StartGuides expects from its Customer Success & Delivery Manager’s (CSDM). The intern will receive two-three weeks of dedicated training on the company’s products, tools, process, and delivery requirements. As quickly as possible, the intern will begin On-The-Job (OJT) serving as a CSDM under the supervision of the Company’s Director of Delivery and an assigned CSDM mentor. This OJT will help the intern develop customer success, team management, and product delivery skills. The focus area will be within the USMC portfolio. The Intern’s assigned CSDM mentor will guide them through the customer success and delivery responsibilities within the USMC portfolio.
Role:
- The Customer Success & Delivery Manager (CSDM) – USMC, is responsible for leading delivery teams to create and deliver the company’s core products within the USMC functional area(s) and customer relationships.
- They engage with customers, equipment operators, and delivery team members throughout the development process to create succinct textual and visual content that meets customer, end-user, and company standards. Throughout that process, they are the company’s lead representative to the customer.
- They are responsible for customer retention and the ongoing sustainment of the company’s portfolio of content across their subordinate portfolio. As the company’s expert on their functional area(s), they support the sales team in discussions with new customers within the USMC functional area. Occasionally, dependent on workflows, they will also augment work done within other functional areas by leading projects outside their customer portfolio in support of other CSDMs.
Responsibilities:
- Be the day-to-day delivery face to the USMC customer. Know customers’ needs and portfolios and deliver value in every interaction.
- Own post initial sale customer interactions and manage the USMC portfolio of content.
- Work with the sales team to identify and implement strategies to keep content current across the USMC portfolio.
- Ensure USMC customer success such that customers sustain their current portfolio and expand with new products.
- Lead all aspects of ongoing projects and their sustainment with minimal supervision: Engage customers, system experts, and external stakeholders in identifying their unique needs and deliver top-quality products that enhance user experience regarding military equipment and complex systems.
- Be the team’s expert on how to transform complex information gathered from written materials, on-site observations, and subject matter expertise meetings into a coherent, interactive informational and learning product.
- Maintain quality by having excellent writing and editing skills, an eye for effective design, and a strong attention to detail. Follow company guidelines and standards while reviewing, testing, and providing feedback on products.
- Manage project team members, support their ongoing development, and create a positive employee experience. Provide timely and accurate responses/solutions to team's challenges and questions.
- Work with fellow operations leaders to continuously improve content creation processes and standards.
- Identify product improvements and/or unique product features outside normal features to Product Manager/Company Leadership for R&D and possible adoption.
- Be capable of managing individual and team time to successfully manage multiple projects simultaneously.
- Provide timely and accurate data inputs to company project management tools.
What you’ll need to succeed:
- Customer success mindset – Manage customer relationship and pro-actively identify ways to bring them value through our products and your advisory to enhance customer satisfaction and encourage repeat business. Identifying and developing new business opportunities with existing customers, facilitating growth and expansion.
- Customer relationship expertise – Lead diverse stakeholders, including the cost and their team, throughout the delivery process, managing both scope and shifting timelines to deliver a high-quality product and provide a positive and professional experience for the customer.
- Structured problem-solving approach – Work with project teams to structure complex information into succinct frameworks, breaking complex tasks into bite sized parts of information.
- Proven leadership – Ability to manage, mentor and coach teams through complex, deadline driven projects.
- Technical aptitude – Develop expertise within functional area and be able to advise and manage project team members in the conduct of their work.
- Quality assurance – Conduct reviews and audits of functional projects and implementations to ensure product quality. Identify and mitigate potential risks and issues in the design and implementation phases.
- Hands-On approach - Ability to be both a player and a coach as needed.
