Agency Success Lead

Everforth ECS Federal is seeking a talented, diligent, and energetic Account Lead to support the Department of Homeland Security’s CDM Data Services - BETSIE Program in our Arlington, VA office. This candidate will lead and support federal agency clients through the implementation, onboarding, and continued interactions with the CDM program.

Specific responsibilities of an Agency Success Lead include:

• Customer Relationship Management: Establishing a trusted partnership with agency leadership through consistent engagements, leading agencies through the BETSIE onboarding process, providing agencies with a successful CDM interaction experience
• Serving as the main point of contact for agency communication, providing effective solution delivery and leading assigned agencies in meeting program milestones.
• Builds and maintains customer relationships with agency stakeholders, understanding and communicating agency priorities, challenges, and needs to program leadership, including status reporting to CISA CDM PMO
• Create, maintain, and/or update program documentation including agency engagement activity, agency requirements management, delivery processes, agency success SOPs, knowledge base page updates, progress templates, and monthly reporting requirements
• Responsible for implementing the strategic vision of the Agency Success Manager, including the successful execution of delivery and day-to-day activities aligned under the Task Order
• Leads agency user experience (UX) collaboration, working with the Information Management (IM) team to establish or update SOPs and templates, supporting communication, delivery, and reporting of CDM user feedback
• Supporting onboarding for new agencies, including coordinating kick-off meetings, gathering requirements, communicating solutions, tailoring and delivering agency documentation, coordinating CAASM solution alignment, data cutover, and transition to operations and maintenance.
• Cross Program Collaboration: Working with CAASM, Pipeline, Information Management, and Data Management teams to ensure agencies meet program objectives
• Eventually, serve as an advocate and an evangelist for the advancement of the CDM BETSIE. This individual will work across internal and external stakeholder groups to connect dots, enhance and advance the use and adoption of the entire CDM suite of services and tool offerings.

Salary: $91,000 - $137,000

General Description of Benefits

• US citizenship with ability to obtain Public Trust Suitability
• 3+ years of project and/or program management, business management or consulting experience
• Strong communication skills and documented experience building relationships with multiple customer stakeholders
• Proven record of high performance and substantial achievements in past positions
• Background understanding of Federal Government contracting
• Solid functional knowledge of strategy development, business development, product development and project management
• Experience in measuring progress against KPIs, successfully balancing the customer’s needs and value to ECS’
• Exceptional analytical and quantitative problem-solving skills
• Demonstrated leadership ability in a team environment
• Initiative taker, eager to break new ground, create opportunities for others
• Ability to work effectively with people at all levels in an organization, comfortably engaging with front-line teams and C-suite leaders
• Service-oriented, addressing root causes of dissatisfaction, and proactively coordinate with team to address any delivery issues
• Excellent attention to detail and organizational skills, paired with the ability to manage multiple priorities and stakeholders
• Demonstrated experience and understanding of Agile delivery methodologies and tools, including Atlassian Jira and Confluence
• Demonstrated experience and success managing the development and operations of IT solutions in large and complex application environments, preferably for the Federal Government
• Experience in managing the full System Development Life Cycle (SDLC) using Agile methodologies
• A demonstrated aptitude for complex problem-solving, and leading teams to success
• Able to create and deliver presentations and demonstrations to both technical and non-technical audiences
• Ability to brief and engage directly with sponsors and their supporting staff regarding technical support work