Veracity Consulting Group (VCG), a RGP company, is a global, digital consulting firm headquartered in Richmond, Virginia. What started in 2015 as a small group of consultant trailblazers has quickly transformed into a fast-growing firm innovating Fortune 500s that you see today.

Our team is made up of technologists, strategists, and creative problem solvers who have one goal in common: creating fluid, sustainable solutions that support business growth. We come together as one team to deliver transformative results. While we take our work seriously, we never lose our playful spirit, and we pride ourselves on our fun and energetic culture.

Are you looking for an environment where you can be curious, creative and challenge yourself daily?

Today, we’re ready to add a Customer Success Manager to our ICAM team. As the Customer Success Manager of an Identity Credentialing and Access Management (ICAM) team, your primary responsibility is to ensure the successful adoption and ongoing satisfaction of customers utilizing a portfolio of modern ICAM solutions in a federal agency.

Key activities for this position will include building and managing the Customer Success organization for ICAM efforts and managing a team responsible for:

•  Customer Success Strategy: Refine strategic planning and vision for the CX organization. Drive continuous improvement, collaborate with Product Line Management, ICAM strategy and tech teams to iteratively evolve the CX org as the pillar grows.
• Customer Onboarding: Lead the onboarding process for new internal customers, ensuring a smooth and seamless transition from intake to implementation. Collaborate with cross-functional teams to deliver ICAM offerings that meet their needs.
• Relationship Management: Develop and maintain strong relationships with key stakeholders within internal customer organizations, including executives, project managers, and end-users. Act as a trusted advisor, understanding their unique business challenges and providing proactive guidance and support.
• Customer Success Strategy: Update and execute the comprehensive customer experience strategy, aligned with the ICAM team's goals and objectives. Identify opportunities to optimize ICAM solutions to meet customer needs, promote customer satisfaction, and achieve business objectives.
• User Adoption and Training: Drive user adoption of ICAM solutions by providing training, best-practice guidelines, and ongoing support. Conduct workshops, webinars, and training sessions to ensure customers maximize the value of the ICAM platform and increase user engagement.
• Customer Insights and Feedback: Gather customer feedback, monitor satisfaction levels, and identify areas for improvement. Collaborate with product management and development teams to communicate customer needs, contribute to product roadmap discussions, and influence future enhancements.
• Internal Customer Outreach: Work closely with the product team to identify opportunities for outreach to internal customers with applications eligible for migrating to modern ICAM tools.
• Escalation Management: Take ownership of customer escalations, prioritize and resolve issues in a timely manner. Advocate for customers with the ICAM program, ensuring prompt and effective resolution of technical, operational, or contractual challenges.

Qualifications and Skills:

• Proven experience establishing a customer success framework for a technical platform.
• Experience managing a customer success team utilizing Agile team management practices. .
• Excellent interpersonal and communication skills, with the ability to effectively engage with both technical and non-technical stakeholders.
• Ability to navigate complex customer organizations, build relationships, and influence decision-making processes.
• Additional skills are customer success design, process design, familiarity with user research
• Past experience with configuring CRM tools and setting up customer service workflows, experience with ServiceNow and JIRA is a plus
• Analytical mindset, with the ability to leverage data and customer insights to drive strategic initiatives.
• Results-oriented mindset, with a focus on customer satisfaction

Why Work for Veracity?

Our Culture

• Flexible work environment (remote or onsite)
• Family first
• Agile and collaborative
• Fun and energetic
• Group of like-minded folks and creative problem solvers
• Fast paced
• Inclusive and Passionate
• Supportive, approachable, and encouraging leadership and team members
• All roles are client facing