Principal Customer Success Manager Washington, District of Columbia, United States
Company: Tbwa Chiat/Day Inc
Location: Washington
Posted on: October 19, 2024
Job Description:
Washington, District of Columbia, United States Primer exists to
make the world a safer place. We do this by providing trusted
decision-ready AI to the world's most critical organizations. Our
software enables leaders, operators, and analysts to better
understand the changing world around us in real time and make
informed decisions when the stakes are high. Primer has offices in
San Francisco, Pasadena, CA, and Arlington, VA. For more
information, please visit As our Principal Customer Success
Manager, you will manage and expand Primer's work with U.S.
national security customers, particularly within the U.S.
Intelligence Community and Department of Defense. Our Customer
Success team is highly cross-functional, working with our product,
sales, marketing, and finance/contracting team to ensure that we
deliver the optimum post-sales experience to our customers.Primer
is made up of individuals with a deep knowledge of government
customers, in particular, the IC and DoD. Customer Success Managers
are charged with ensuring customer mission impact by deepening
customer relationships, seeking opportunities to strengthen
customer usage and satisfaction, and driving product development by
channeling customer feedback back to Primer's product and
engineering teams.Working closely with Primer's broader
Go-to-Market team, you will interface with senior officials and end
users at customer organizations to understand their challenges and
identify opportunities for Primer's applications to support their
needs. Our goal is to help design and deliver AI-driven,
mission-essential tools to the IC, DoD, and other government
customers.Role Responsibilities - How You Will Make an Impact
- As the customer's trusted advisor you will partner with the
customer to align use case development to requirements, mission
objectives, and long-term agency strategies.
- Partner with customers to develop training and enablement
plans, lunch and learns, and other customer engagement activities
that align with customer use cases.
- Understand when to leverage Primer's internal teams to enhance
customer outcomes such as engineering, product, and the executive
team.
- Regularly meet with customers to set appropriate expectations,
address customer goals, determine target dates, timelines, manage
customer tasks, and provide regular project updates during the
onboarding and implementation phase of the customer lifecycle.
- Maintain a deep understanding of the product and speak with
customers about the most relevant features/functionality for their
specific business needs.
- Partner with our product management and engineering teams to
identify and prioritize feature development based on customer
feedback.
- Collaborate cross-functionally with Sales, Product, Marketing,
and Finance/Contracting, championing customer priorities and
improvement opportunities, including influencing client success
initiatives within the product roadmap.
- Collect and analyze data, and make recommendations within the
business to drive improvements for our customers.Relevant Skills
and Experience:
- Minimum of ten years' management experience in leading customer
success, engagement manager, senior consulting roles, or equivalent
experience
- Ability to influence without authority
- Strong Public Sector network and familiarity with delivering
customer success to government customers
- Understanding of Public Sector procurement frameworks and
mechanisms
- Expertise within a specific Public Sector vertical at high
growth companies/organizations
- Demonstrated experience in data analytics to improve quality,
increase customer satisfaction and drive down cost
- Understanding of the software development lifecycle, machine
learning, natural language processingThe annual cash compensation
range for this position is US$235,000 to US$260,000. Final
compensation will be determined based on experience and skills and
may vary from the range listed above.Primer works closely with the
U.S. defense and intelligence establishment. Any offer of
employment is conditioned on an applicant or employee being able to
meet any applicable government contract requirements. The company
may rescind any offer of employment to an applicant or terminate an
employee if the applicant or employee is unable to perform the
functions of the position in compliance with applicable government
contracts or if an applicant or employee makes a false attestation
of compliance.What We Offer We are a series D funded company with
investors from Addition, USIT, Lux Capital, Amplify Partners,
Addition Capital, Bloomberg Beta, and others. We are intentional
around building a diverse and inclusive team of subject matter
experts to better advocate for the needs of our users. We care a
lot about our work and about the well-being of our team. We
encourage everyone to work at a sustainable pace and have a
flexible vacation policy for team members to utilize, Wellness Days
and 100% paid leave for parents of growing families. We offer
competitive compensation and comprehensive benefits. This includes
full medical, dental, and vision coverage, fertility benefits
through Carrot, mental health coverage on demand with Headspace
Care+, Gympass+ Membership via Wellhub, One Medical Membership,
401(k), remote work stipends, and monthly internet allowance.
Primer is proud to be an Equal Employment Opportunity and
Affirmative Action employer. We do not discriminate based upon
race, religion, color, national origin, gender (including
pregnancy, childbirth, or related medical conditions), sexual
orientation, gender identity, gender expression, age, status as a
protected veteran, status as an individual with a disability, or
other applicable legally protected characteristics.
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Keywords: Tbwa Chiat/Day Inc, Potomac , Principal Customer Success Manager Washington, District of Columbia, United States, Hospitality & Tourism , Washington, Maryland
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