Director - Connection Point Customer Success
Description & Requirements As a key member of the Connection Point Service team, Customer Success Director plays an integral role in helping Maximus achieve our strategic objective of Connection Point adoption and providing top class service to clients. Through engagement on customer centric tasks and initiatives and building and maintaining relationships with key client accounts, the Customer Success Director of Connection Point Customer Success team will be the point person working with clients and connection point delivery team by maintaining customer relationships and ensuring the delivery team understands the "why" behind what we're building, and champions connection point adoption and capabilities across the broader organization. Essential Duties and Responsibilities: - Own and Oversee various Connection Point (CP) Client's project specific backlog and O&M (operations and maintenance) backlog. - Define standardized processes in identifying the project specific backlog and O&M backlog. This also includes defining processes around identifying different backlog items like new requirements, requirement changes via change requests, defects, configuration requests, data manipulation requests, data reports. - Own and Manage Weekly and Monthly sync up meetings with Project Ops to go over project specific backlogs and O&M backlogs and communicate updates to Project and CP leadership. - Own and manage weekly sync up meetings with CP delivery leadership to plan project specific backlog and O&M backlog for releases. - Be the point of contact and support bi-weekly and monthly meetings organized by the state clients across all vendors to discuss issues or upcoming changes to the project. - Partner with CP Service Delivery leads, CP Solution Architect leads, CP Capability Owners, CP interfacing application leads to prioritize backlog items and manage solution delivery communication and release schedule communication with CP Clients. - Participate in PI planning meetings and work collaboratively with Connection Point leadership, Connection Point service delivery team and partners and advocate for getting priority on client change requests and production support tickets and come up with production release roadmap for the changes and manage client/project backlog. - Define and own the process around creating templates for project Release notes, creating Operational guides for released functionality to CP Clients. - Manage the performance of a small team of customer success analysts. Set goals and objectives, assist with professional development by providing coaching and identifying growth opportunities. - Create and track Governance metrics like cycle time by severity, MTTR for severity, project SLAs, quarterly reports around tasks resolved or deployed etc. by partnering with Data Analysts and CP Service Delivery teams. - Own and Oversee various Connection Point (CP) Client's project specific backlog and O&M (operations and maintenance) backlog. - Define standardized processes in identifying the project specific backlog and O&M backlog. This also includes defining processes around identifying different backlog items like new requirements, requirement changes via change requests, defects, configuration requests, data manipulation requests, data reports. - Own and Manage Weekly and Monthly sync up meetings with Project Ops to go over project specific backlogs and O&M backlogs and communicate updates to Project and CP leadership. - Own and manage weekly sync up meetings with CP delivery leadership to plan project specific backlog and O&M backlog for releases. - Be the point of contact and support bi-weekly and monthly meetings organized by the state clients across all vendors to discuss issues or upcoming changes to the project. - Partner with CP Service Delivery leads, CP Solution Architect leads, CP Capability Owners, CP interfacing application leads to prioritize backlog items and manage solution delivery communication and release schedule communication with CP Clients. - Participate in PI planning meetings and work collaboratively with Connection Point leadership, Connection Point service delivery team and partners and advocate for getting priority on client change requests and production support tickets and come up with production release roadmap for the changes and manage client/project backlog. - Define and own the process around creating templates for project Release notes, creating Operational guides for released functionality to CP Clients. - Define and manage process for post release validations and establish communication channel with clients and Connection Point leadership. - Create and track Governance metrics like cycle time by severity, MTTR for severity, project SLAs, quarterly reports around tasks resolved or deployed etc. by partnering with Data Analysts and CP Service Delivery teams. - Discuss financial and non-financial metrics with project ops on a recurring schedule. - Build and maintain relationships with customers (project teams), ensuring their needs are met, and overseeing the overall customer experience. - Building strong customer relationships - Creating and executing success plans - Providing training and guidance - Monitoring customer satisfaction - Cross-selling and upselling opportunities. - Influence key stakeholders to understand the cost/benefit value of connection point adoption. - Manage the performance of a small team of customer success analysts. Set goals and objectives, assist with professional development by providing coaching and identifying growth opportunities. - Bachelor's degree in related field. - 10-12 years of relevant professional experience. - Ability to influence others both within and outside of immediate team to achieve results. - Be Data-centric, focusing on collecting, analyzing, and interpreting customer data to derive insights and drive strategies. - Good knowledge of how to apply technology to drive connection point transformation into existing business models. - Good knowledge of agile delivery practices. EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances. Minimum Salary $ 130,240.00 Maximum Salary $ 195,360.00