Summary: By bringing your strategic vision and innovative approach to lead critical customer-facing teams, our  Customer Success Engagement Manager plays a key role in driving customer goals, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Liberty IT Solutions customers.

Required Education: Bachelor’s degree in business or technical discipline.

Required Years of Experience: Minimum 10 years’ previous experience in a Customer Success and/or Professional Services leadership role. 8 years of additional relevant experience may be substituted for education.

Responsibilities:

• Generate new product and services demand within our client base by matching client business needs with the ecosystem of available solutions and capabilities. 
• Drive customer lifetime value by:
• Understanding requirements, defining the customer journey and collaborating to support solution implementations
• Developing and deploying initiatives to help drive customer business value and goal achievement
• Enabling customer adoption of new products, features and use cases
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
• Develop and scale the customer success team to build solutions in support of Liberty strategy and revenue goals
• Partner with 3rd party systems integrators to scale project delivery for SaaS implementations, cloud-migration and other digital transformation projects
• Cultivate relationships with vendors and Cloud Service Providers (CSPs), including SaaS providers, as well as implementation teams to ensure Liberty meets the articulated needs and contractual obligations of our clients
• Collaborate across teams to identify and pursue customer growth opportunities
• Partner closely with our teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them  

Minimum Qualifications:

• Experience building and managing large Customer Success and/or Professional Services teams in a fast-paced, dynamic environment
• Technical experience, including working with SaaS platforms and speaking to technical customers
• Healthcare industry experience

Preferred Qualifications:

• VA or other Federal government experience.
• Strong strategic vision for the customer experience, professional services, and customer support
• The ability to support delivery models that align with current customer segments, deliver customer value and scale with customer needs.
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• Ability to manage and balance resourcing requirements between internal staffing and external partners in order to support customers and projected growth