Senior Program Manager - Customer Success Operations

ECS is a federal segment of Everforth, a global organization delivering advanced technology solutions in data and AI. They are seeking a Senior Program Manager - Customer Success Operations to lead the Customer Success Operations program for the War Data Platform, focusing on stakeholder engagement and service adoption across various classification tiers.

Responsibilities:

• Develops and governs the War Data Platform (WDP) Core Integration Customer Success Operations Plan by capturing all Performance Work Statement requirements and aligning objectives across Unclassified, Secret, and Top Secret domains operating on NIPRNet, SIPRNet, and JWICS to support Combatant Commands, Joint Staff elements, Senior Executive Service leaders, and interagency mission partners
• Drafts the initial Customer Success Operations Plan describing each subtask and its operational objectives, with annexes detailing domain-specific execution methods that satisfy WDP Core Integration customer needs
• Establishes an iterative Customer Success Operations Plan review cycle in accordance with government direction to maintain flexibility, traceability, and responsiveness across multi-classification environments
• Leads development of an enterprise Stakeholder Management Plan by defining cradle-to-grave engagement workflows, operational touchpoints, and communication strategies for current and emerging WDP Core Integration services
• Builds metrics frameworks and analytic parameters supporting Customer Relationship Management efforts to monitor stakeholder participation, outreach effectiveness, service adoption, and customer sentiment
• Coordinates with platform, data, artificial intelligence, cybersecurity, and system operations teams to synchronize stakeholder engagement activities across DoW organizations, the Department of Homeland Security, and non-governmental mission partners
• Develops a strategic engagement plan that documents recurring outreach cycles, technical demonstrations, messaging themes, and mission-aligned communication artifacts to expand awareness of WDP Core Integration capabilities
• Produces briefs, reports, dashboards, and decision artifacts that strengthen enterprise alignment, increase customer adoption, and advance WDP Core Integration program value
• Performs other duties as assigned