Mission Success Manager, Navy Accounts

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

📋 Description

• Take ownership of the entire customer lifecycle for a portfolio that includes one of Ethos's largest and most strategic clients, managing everything from onboarding and implementation to executive business reviews, renewals, and expansion.

• Establish trustworthy relationships with leaders across fleet commands, TYCOMs, and program offices.

• Act as the voice of customers within Ethos.

• Serve as the main point of contact for customer-facing initiatives, ensuring measurable readiness outcomes through use-case discovery, implementation, training, and support.

• Collaborate with technical, content, product, and sales teams to meet project requirements on schedule and within scope.

• Function as a trusted advisor to Department of the Navy customers, providing best practices, guidance, and strategic recommendations.

• Conduct data-driven quarterly business reviews that showcase the platform's impact on human performance and customer outcomes.

• Analyze customer engagement and platform usage to pinpoint readiness gaps and deliver appropriate solutions.

• Engage proactively with customers to enhance readiness potential through effective platform utilization.

• Lead internal teams and projects to tackle readiness challenges and customer requirements.

• Track customer health, recognize risks, formulate success plans, and offer actionable recommendations.

• Identify opportunities for platform expansion based on readiness gaps, usage patterns, and objectives outlined in success plans.

• Develop and implement renewal strategies by showcasing performance outcomes.

• Prioritize and ensure the resolution of customer inquiries.

• Collect customer feedback and recommend enhancements to the platform, customer experience, and readiness outcomes.

• Mentor Mission Success Managers and contribute to shaping delivery playbooks.

⛳️ Requirements

• Willingness to travel up to 30% of the time.

• 2-4 years of experience in Customer Success, partnership management, and/or project management.

• 2-4 years of experience collaborating with internal or external customers on SaaS product implementation through customer success, support, and/or consulting.

• Must be authorized to work in the U.S. as a U.S. citizen.

• Experience in managing relationships with complex organizations that have multiple levels of stakeholders and intricate business processes.

• Strong interpersonal skills with the ability to foster relationships and effectively navigate challenges as they arise.

• Proven interest or experience with learning and educational software.

• Highly organized, proactive, and possesses exceptional attention to detail.

• Experience in analyzing data, trends, and client information to uncover growth opportunities for products or services.

• Proficient in navigating and operating the Microsoft Office suite/Google tools.

• Preferred: Bachelor's degree (BS/BA) from a four-year college or university.

• Preferred: Excellent verbal and written communication skills along with a strong technical aptitude.

• Preferred: Quick learner capable of understanding and articulating technology at all levels.

• Preferred: Demonstrated abilities in technical support and problem-solving.

• Preferred: Proficient in Google and Microsoft product suites.

• Preferred: Agile learner when it comes to new technologies (e.g., in-house AI tools).

• Preferred: Excellent interpersonal skills that facilitate the building of genuine business relationships and effective management of relational challenges as they arise.

• Preferred: Experience overseeing organizational change during system implementations and platform migrations.

• Preferred: Familiarity with Naval operations, commands, and training requirements.

• Preferred: Active or former security clearance.

• Preferred: Residing in close proximity to major Naval installations or facilities.

🏝️ Benefits

• Significant equity upside.

• Subsidized health insurance.

• 401(k) plan.

• Life insurance coverage.

• Cell phone stipend.

• Variable compensation.