Responsibilities
Peraton is hiring for a Customer Success Lead to support the Texas Department of Information Resources (DIR). The Customer Success Lead will support customer experience, agency engagement, customer advocacy, solutioning, and service evolution activities across the Texas Private Cloud program.
This role will partner closely with the Account Director and contribute to ITIL 4 Value Chain Engage activities, agency-level customer experience plans, customer outreach, migration workshops, solution workshops, customer listening programs, and the incorporation of customer feedback into the technology roadmap and service evolution.
Must reside in or be willing to relocate to the Austin, TX metropolitan area or San Angelo, TX, as applicable.
Key Responsibilities:
The Customer Success Lead will:
- The Customer Success Lead will be responsible for supporting 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 Resource Unit (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.
Qualifications
Required Qualifications:
- 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 work effectively across technical, operational, business, and government stakeholder groups.
- Strong facilitation, presentation, stakeholder management, and problem-solving skills.
- Ability to translate customer feedback into actionable service and technology improvements.
- Experience supporting complex IT transformation, migration, or modernization initiatives is highly desirable.
- Must be a US Citizen.
Target Salary Range$86,000 - $138,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
