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Type of Requisition: RegularClearance Level Must Be Able to Obtain: NonePublic Trust/Other Required: OtherJob Family: Business Process AnalysisThe Customer Success & Communication Strategy Manager will organize and facilitate engagement activities, including end-user and Premium Stabilization Program (PSP) stakeholder collaboration through focus groups, user group meetings, and regular email communications. The Customer Success & Communication Strategy Manager will be working cross-functionally with technical design leads, IT Manager, Operations Manager, and the Program Manager (PM) to drive maximum value for our customers.Roles and ResponsibilitiesEstablish and maintain a trusted customer advisor relationship among different customer stakeholders; develop deep understanding of customer needs and goals
Build a culture of trust and transparency to drive superior customer satisfaction
Build strategic action plan to ensure customer is achieving desired outcomes
Raise critical customer concerns internally and mobilize resources to resolve issues
Work closely with CMS and program leadership to prioritize and organize customer engagement activities
Collaborate with all levels of stakeholder, customer, and project team to ensure technical solutions align to the full scope of business needs
Succinctly understands and explains in plain language how application solution addresses customer needs and discusses benefits in terms of business value versus technology features
Compliance with any Contract Statement of Work (SOW) or Deliverable Requirements
Coordinate with Operations Manager to plan and lead training outreach and education documents and presentations
Facilitate communication between End-User and GDIT contract management and/or stakeholders
Responds to Any Communication, Questions or Concerns in a Timely Manner
Required Education, Experience, and SkillsBachelor’s degree in Computer Science, Information Systems, or Computer Engineering, and/or 10+ years of experience
3+ years of experience with Health Care Industry or Centers for Medicare and Medicaid Services (CMS)
3+ years of experience in CMS CCIIO Premium Stabilization Program in all operational areas
3+ years of experience with corporate communications and Organizational Change Management
Candidate must be able to obtain Public Trust clearance and must have lived in the United States at least three (3) out of the last five (5) years
Preferred Education, Experience, and SkillsUS citizen or a Green Card holder
Excellent oral and written communication skills, with a demonstrated ability to communicate complex technical topics to management and non-technical audiences
Ability to work independently and interact regularly with government and non-government stakeholders at multiple levels of authority
Experience working in a Scrum or SAFe Agile environment
This position requires being fully vaccinated against COVID-19 by December 8, 2021 or the start date, if after December 8. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
