Technical Customer Success Manager

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

📋 Description

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

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

• Download and systematically organize authorized public-comment records and attachments while preserving source identifiers and original documents.

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

• Utilize approved issue categories and pinpoint comments that address multiple issues without losing source relationships.

• Recognize form-letter families, unique submissions, and substantive additions in accordance with established methodology.

• Create neutral summaries of positions, recommendations, and evidence; escalate ambiguous or high-risk content.

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

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

• Produce accessible Word and Excel documents and assist with peer review, corrections, weekly meetings, and delivery tracking.

• Support authorized publication workflows following necessary review and approval processes.

• Safeguard nonpublic information.

⛳️ Requirements

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

• Bachelor’s Degree in a relevant 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 Server 2008 R2/2012 R2, Microsoft Exchange Server 2003/2010, and Microsoft Windows 7/10 operating systems (OS) administration and associated hardware.

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

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

• Strong written and verbal proficiency in English.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• Retirement savings plan with employer matching.

• Paid time off and holidays.

• Opportunities for professional development and training.

• Flexible work hours and remote work options.