What are the responsibilities and job description for the Support Manager, Customer Success position at Knowmadics, Inc?
Salary: Candidates should live within driving distance of the following areas: Wichita, KS; Lawton, OK; or Round Rock, TX.Job Purpose/SummaryThe Support Manager Customer Success is a key member of Knowmadics Value Delivery & Customer Success team. This role manages the flow of customer feedback, enhancement requests, and product improvement needs across Knowmadics solutions, ensuring the voice of the customer is accurately represented. As an individual contributor and process owner, they oversee the enhancement request process in Jira, ensuring customer input is systematically documented, prioritized, and aligned with company objectives. This position plays a critical role in connecting customer success with organizational growth and delivery excellence.Duties and ResponsibilitiesServe as the primary account manager and point of contact for capturing and managing enhancement and change requests from customers and internal stakeholders.Lead regular customer success meetings to review account health, progress toward objectives, and delivery of mandatory reports or milestones.Maintain and oversee Jira workflows for request intake, triage, and resolution tracking, ensuring all items are complete, accurate, and current.Act as the voice of the customer within Value Delivery & Customer Success by consolidating feedback and ensuring customer perspectives inform product improvements and organizational priorities.Support proposal and bid opportunities by providing customer use cases, technical insights, and product capability narratives that strengthen solution offerings.Coordinate with capture managers, program managers, and technical leads to translate technical and business inputs into clear, evaluable content.Participate in recurring sessions such as PMRs, sprint planning, enhancement reviews, and deliverable review meetings to ensure customer-related actions remain visible and on track.Facilitate alignment and communication among Sales, Customer Success, Support, Product, and Engineering teams to promote a unified and responsive customer experience.Other duties as assignedQualificationsUndergraduate DegreeStrong analytical and communication skills with the ability to translate customer feedback and technical data into actionable insights and clear recommendations.Demonstrated experience supporting proposal and bid development, particularly in technology or government contracting environments.Exceptional organizational skills with the ability to manage multiple priorities and deadlines across customers and internal teams.Proficiency in Microsoft Office Suite and collaboration tools including Teams, SharePoint, Jira, and reporting dashboards.Familiarity with customer success frameworks, performance metrics, and continuous improvement practices.PMP certification or formal project management training preferred.Eligible to obtain a U.S. Security Clearance U.S. Citizenship required.Working conditionsShould be willing to work in a variety of settings as needed, including overnights, weekends, and holidays.Employees may be called upon to participate in in-person meetings, trainings, or company functions at Knowmadics offices or other designated locations. Travel in support of business operations may also be required, and employees are expected to comply with these obligations as part of their position.Physical requirementsProlonged periods of remaining in a stationary position at a desk and working on a computer.Direct reportsNone.