Technical Customer Success Manager

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

📋 Description

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

• Create clear and concise summaries.

• Maintain thorough and traceable records of issues, recommendations, and supporting evidence.

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

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

• Apply approved issue categories and recognize comments that address multiple issues while maintaining source relationships.

• Differentiate between form-letter families, unique submissions, and substantive additions using approved methodologies.

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

• Flag ambiguous or high-risk material for further review.

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

• Maintain mappings from comments to issues, quantitative tables, and key issues matrix entries, clearly indicating review status.

• Generate accessible work products in Word and Excel formats.

• Assist in peer reviews, corrections, weekly meetings, and tracking deliveries.

• Aid in authorized publication workflows following necessary review and approval processes.

• Safeguard nonpublic information.

⛳️ Requirements

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

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

• Familiarity with federal notice-and-comment rulemaking processes.

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

• Knowledge of the Administrative Procedure Act.

• Understanding of FDMS.

• Awareness of federal style guidelines and accessibility standards.

• Proficient in Microsoft Windows 2008 R2/2012 R2 Server.

• Knowledge of Microsoft Exchange Server 2003/2010.

• Competence in administering Microsoft Windows 7/10 operating systems and associated hardware.

• Physical ability to sit, bend, reach, stoop, squat, stand, and walk.

• Exceptional customer service skills in both phone and face-to-face interactions.

• Strong written and verbal communication skills in English.

🏝️ Benefits

• Equal Opportunity Employer.

• Complies with obligations under VEVRRA and Section 503.

• Offers remote work arrangements.