Customer Success Manager - Platform 1/OTA

Job description

Catalyst Campus Overview:

Catalyst Campus for Technology & Innovation is strategically headquartered in Colorado, a state that houses over 500 aerospace and defense companies and is nestled in Colorado Springs, a community with five military installations, small-to-large sized defense companies, agile startups and entrepreneurs. We have begun a national expansion with new locations opened in Maryland and Utah with several others planned in the coming years. Our open concept campus has created a partnership and an ecosystem for technology and innovation, and Catalyst Campus is uniquely positioned to bring these elements together to deliver on novel and disruptive technologies. We engage with stakeholders across the industry, academia, government and key partnerships cultivating and enhancing public-private partnerships, ensuring the rapid delivery of critical aerospace and defense capabilities to our nation and allied warfighters.

POSITION SUMMARY

The Project Manager of Customer Success & Partnerships (CSM) is responsible for utilizing innovative strategies and project management practices to ensure CCTI Customers and Partners successfully achieve the goals and objectives of their operational mission(s). The CSM is assigned to one or more Customers and Partners and exercises business administration and project management practices for assigned partnership(s) and agreements to include cost, schedule, and technical components. The CSM is responsible for cultivating and personalizing a channel for assigned Customer(s) and Partner(s) to leverage the extensive Defense Innovation ecosystem at CCTI, including positioning and supporting the expansion of CCTI services. The CSM guides Customer and Partner experience through ongoing communication and coordination of the matrixed operations provided as needed by CCTI. This role reports to the Director of Customer Success & Partnerships (CSD).

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Primary POC for specific CCTI customer(s) and partner(s)
• Project Management
• Take actions to ensure customers fully understand the status of their budget and what products and services are provided for that budget
• Take actions to ensure the status of customer schedules, upcoming milestones, and actions required to take and coordinate with CCTI and ecosystem to ensure schedule success
• Take actions to ensure a basic understanding of the customer’s technical scope and vision and ensure CCTI support is offered/provided in achieving that scope and vision
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential additional products and services that CCTI can offer by collecting customer information and analyzing customer needs
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the company-approved methods/tools
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Greet customers warmly and resolve any concerns
• Act as the company gatekeeper
• Work with matrixed Operations organization
• Occasional travel will be required

SUPERVISORY RESPONSIBILITIES

• This position does have supervisory responsibilities

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE AND SKILLS

• Microsoft Office products
• CRM tool management and implementation
• Project management knowledge and organization (including cost, schedule, technical, operations, marketing, etc. components)
• Government, Industry, Technology, Aerospace, and/or Defense Industry knowledge
• Innovation knowledge and experience (and/or skills)

EDUCATION and/or EXPERIENCE

• Bachelor’s degree in Business or a related field and five (5) years of related experience required. Work experience may substitute for education requirement.
• The following routes are available to substitute for the bachelor’s degree and five (5) years:
• High School diploma or GED and nine (9) years of related experience
• Associate’s degree in Business or a related field and seven (7) years of related experience

• The individual may also substitute for experience using the following routes:
• Master’s degree in Business or a related field and three (3) years of related experience
• Doctorate in Business or a related field and one (1) year of related experience

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily required
• 5+ years of experience managing a large client portfolio and/or related industry required
• 3+ years of project/program management
• Background in: Government | Innovation | Technology | Aerospace | Defense required
• Background with CNCF (Cloud Native Computing Foundation) preferred
• 2+ years of experience working with the Department of Defense preferred
• U.S. citizenship required
• Experience with STTR/SBIR Program preferred
• Experience working with City, County, State, and Federal governments preferred

SECURITY CLEARANCE

• Prefer TS/SCI clearance
• Ability to obtain and maintain a U.S. Security Clearance

LICENSURE/CERTIFICATIONS/REGISTRATIONS

• Design Thinking Certification must be achieved within 6 months of hiring
• PMI – ACI certification preferred

REASONING ABILITY

• Ability to interpret a variety of instructions furnished in written or oral form.

LANGUAGE/INTERPERSONAL SKILLS

• Ability to read, analyze, and interpret general business periodicals, as well as having a comprehensive understanding of military systems and operations, professional journals, technical procedures and, and/or governmental regulations

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment. The noise level in the work environment varies between quiet and moderate.
• Ability to work in-person at multiple locations (to include the Air Force Academy) with occasional remote work

COMPENSATION AND BENEFITS

We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation of $70,000 to $90,000 annual salary plus potential to earn an annual bonus and merit increase. We also offer an extensive benefits package including:

• Health insurance
• Company-paid Dental insurance
• Company-paid Vision insurance
• 401(k)/retirement plan
• 401(k) employer matching
• Company-paid Life insurance
• Company-paid Disability insurance
• Flexible spending account
• Health savings account
• Paid time off
• Paid holidays
• Employee assistance program

DIVERSITY, EQUITY, and INCLUSION

CCTI is committed to creating an equitable and inclusive workplace and we can only achieve this together.

CCTI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. For more information, please visit www.eeoc.gov

Job Type: Full-time

Pay: $70,000 to $90,000

Job Type: Full-time

Pay: $70,000.00 - $90,000.11 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Work Location: One location