Technical Customer Success Manager

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Analyze and process public comments on proposed federal regulations under the guidance of a lead regulatory analyst.

• Create concise summaries and maintain a comprehensive, traceable record of issues, recommendations, and supporting evidence.

• Download and organize authorized public-comment records and attachments while ensuring source identifiers and original materials are preserved.

• Reconcile intake totals and identify any missing, unreadable, duplicate, or inconsistent records for resolution.

• Apply approved issue categories and identify comments that address multiple issues while retaining source relationships.

• Differentiate between form-letter families, unique submissions, and substantive additions in accordance with approved methodology.

• Prepare impartial summaries of positions, recommendations, and evidence.

• Raise any ambiguous or high-risk materials for further consideration.

• Verify AI-generated classifications and summaries against the original submissions.

• Maintain mappings of comments to issues, quantitative tables, and entries in the key issues matrix with clear review status.

• Produce accessible work products in Word and Excel formats.

• Assist with peer reviews, corrections, weekly meetings, and tracking of deliverables.

• Facilitate authorized publication workflows after the necessary review and approval.

• Safeguard nonpublic information.

⛳️ Requirements

• A minimum of two (2) years of experience in regulatory analysis.

• Bachelor’s Degree in a related field or equivalent experience (Four (4) years).

• Proficient understanding of federal notice-and-comment rulemaking.

• Experience in reading, organizing, summarizing, and analyzing public comments or similar regulatory records.

• Familiarity with the Administrative Procedure Act, FDMS, federal style guidelines, and accessibility requirements.

• Knowledge of Microsoft Windows 2008 R2/2012 R2 Server.

• Familiarity with Microsoft Exchange Server 2003/2010.

• Knowledge of administering Microsoft Windows 7/10 operating systems and related hardware.

• Ability and willingness to sit, bend, reach, stoop, squat, stand, and walk.

• Exceptional customer service skills, both via phone and in-person interactions.

• Strong written and verbal command of the English language.

🏝️ Benefits

• Equal Opportunity Employer.

• Support for obligations under VEVRRA and Section 503.

• Remote position.