Full-Time CUSTOMER SUCCESS MANAGER
Job Description
WHO WE ARE
Kessel Run is an Air Force software development organization that continuously delivers war-winning software that our Airmen love. We are striving to be a “software company” within the Air Force that can sense and respond to conflict in any domain, anytime, anywhere.
We value continuous learning, continuous user feedback, continuous integration, continuous delivery, continuous security & continuous testing. We combine lean principles, user-centered design and eXtreme Programming (XP) using a flat management, balanced team approach to ensure we are always building the most valuable thing possible, the simplest way possible, and as fast as possible.
We are offering the opportunity to work in a modern work environment, to use cutting-edge technologies and modern processes, all while making a meaningful impact every single day. Come help us solve our nation’s toughest, most complex challenges while enjoying yourself at work every day.
Please note:Our headquarters is located at Hanscom Air Force Base in Massachusetts. Candidates who have the ability to work in person at Hanscom AFB 1-2x per week are strongly preferred. We will provide relocation assistance to those who wish to move to the local area. We will only consider exceptional remote candidates.
The Position
At Kessel Run (KR) we are looking to improve our customer outcomes by hiring a team member with a bias for action to join the All Domain Common Platform (ADCP) Product Line. The Customer Success Manager is the point of contact for customer operational teams seeking support with onboarding to or getting help utilizing ADCP. You will be responsible for finding our customers the help they need in a timely manner, tracking customer adoption metrics, and building relationships with other Kessel Run customer support offerings.
What You Will Do
- Develop close relationships with your customers, in order to understand their mission/operational needs and technical challenges, and help them achieve the greatest value from our products
- Serve as primary point of contact for ADCP Platform Customers
- Lead miscellaneous infrastructure support projects to support ADCP Operational Deployment Support and Infrastructure teams
- Manage day-to-day on-site operational activity for remote KR installations at Langley AFB
- Shepherd escalated customer issues between multiple service teams when needed to relieve the problem-solving burden on the customer
- Champion customer needs and opportunities for product enhancement with other leaders across ADCP and keep customers informed of roadmap elements that will meet current and future requirements
- Demonstrate excellent customer service skills
- Monitor Customer Support channels and tools to ensure timely support
Who You Are
- You are passionate about enabling software and platform teams to focus on doing what they do best: developing and deploying applications to production
- You are resourceful and confident multitasking to support multiple teams, delivering an excellent customer experience
- You are a U.S. citizen and are eligible to obtain a U.S. Security Clearance (see eligibility requirements here)
ADDITIONAL INFORMATION
This is a Federal civilian service position within the United States Air Force. We are hiring at the equivalent of a GS-12 up to GS-13 level for this position. This means you can expect a base salary of $74,441 to $115,079 multiplied by your locality rate, based on your experience. You can find your locality definition here and see the pay tables for the GS scale here. Our headquarters is located at Hanscom AFB, MA which would translate to a range from $98,240 to $151,870.
We also provide generous paid time off, health and retirement benefits, compressed work schedules, leave accrual—and so much more. There are also opportunities to diversify your employment experience in a variety of roles and levels after your initial appointment.
We understand that there is no such thing as a perfect candidate for any job, and we believe in empowering people to learn and grow throughout their careers. We encourage any applicant who is interested in making an impact in the Department of Defense to apply to this position regardless of background and qualifications. No military experience is required.
You MUST be a U.S. citizen to apply (does not include permanent residents), and you must be eligible to obtain a U.S. Security Clearance (see eligibility requirements here).
Federal Service also requires adherence to Selective Service registration for male applicants.
How to Apply
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