Federal Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the main account manager and primary point of contact for smaller, less complex federal clients.

• Handle incoming customer inquiries, leads from trade shows, and federal Requests for Quotations (RFQs).

• Address basic product and order inquiries while triaging more complex requests and urgent escalations.

• Adhere to service-level agreements, which include a 4-hour initial response time and a 2-business-day turnaround for standard quotes.

• Assist sales account managers with preparing quotes, entering orders, tracking orders, expediting orders, and providing status updates to customers or channel partners.

• Ensure CRM updates and data integrity are maintained.

• Gather and organize necessary documentation.

• Aid in internal transitions during account changes or project phases.

• Coordinate with sales operations, finance, procurement, and engineering teams.

• Keep accurate records in CRM and related systems.

• Support reporting, tracking, and internal documentation processes.

• Follow and reinforce established sales processes and workflows.

• Identify recurring problems or inefficiencies and highlight opportunities for improvement.

• Monitor demo, loaner, and evaluation units from shipment to return or purchase.

• Maintain an up-to-date understanding of the company’s hardware products, solutions, and services.

• Engage in company-sponsored product and sales training.

• Recognize federal compliance inquiries and direct them to the Solutions Architect or Product team.

• Enhance knowledge through self-study and internal resources.

• Stay informed about updates to offerings, pricing structures, and internal procedures.

• Participate in virtual meetings and interact with clients and team members both virtually and in person.

⛳️ Requirements

• Experience in supporting federal or defense sales, including work with distributors, resellers, and prime contractors.

• Capability to anticipate and navigate the lengthy and intricate sales cycle along with sustainment efforts.

• Familiarity with the Federal Acquisition Regulation (FAR) and Defense Federal Acquisition Regulation (DFAR).

• Well-informed about Government-Wide Acquisition Contracts (GWACs) such as SEWP, GSA, ITES, 2GIT, CCS2, DLA TLS, and NIB.

• Background in sales operations, inside sales support, or administrative sales positions.

• Comfortable working within a technology or hardware sales environment.

• Strong organizational abilities and a keen attention to detail.

• Capable of managing multiple requests and effectively prioritizing tasks.

• Excellent written and verbal communication skills.

• Experience with CRM systems and internal sales tools, with a preference for HubSpot.

• Customer-centric mindset with a heightened sense of urgency.

• Must qualify as a 'U.S. Person' as defined by ITAR (U.S. citizen, U.S. national, lawful permanent resident, asylee, or refugee) to access export-controlled technology.

• Preferred: Previous experience in quota-carrying sales roles.

• Preferred: Understanding of hardware sales cycles, quoting, and order fulfillment processes.

• Preferred: Experience in a rapidly growing or process-evolving sales organization.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance for employees and eligible dependents, including HSA seeding.

• 401(k) retirement plan with a 5% company match.

• Generous paid time off policy.

• Company holidays.

• Paid parental leave.

• 100% company-funded life and disability insurance.

• Flexible work arrangements where applicable.

• Opportunities for professional development and learning.

• Employee Assistance Program (EAP).

• Wellness resources available.