Customer Success Manager

Job Locations US-VA-Sterling
Job ID 2021-2094
# of Openings
Customer Support


REI is looking for an experienced Help Desk Manager who can play a lead role in the help desk operations. We need someone who is technologically savvy with strong leadership and communication skills that can deliver high-quality customer service. Your contributions will make an impact on the critical missions of our government clients, solving challenges that aim to improve millions of lives across the globe.


As a Customer Success Manager, you will:

    • Ensure delivery of excellent customer support by managing efficient and accurate handling of system and general program inquiries, to include escalation and coordination with Tier 2 and 3 as required to resolve issues.
    • Work as escalation point for any issues raised by the customer in production.

    • Build and maintain business relationship with key stakeholders.
    • Collaborate with program operations and development teams to identify opportunities for process efficiencies and continuous improvement. Mentor or give direction  junior team members and provide training on best practices.
    • Esuring help desk performance goals are met.
    • Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected.
    • Assist with development of knowledge base, including frequently asked questions.
    • Must be a self-starter/self-directed member of the team.
    • Manager will manage a team of support specialists.

    • Must manage customer expectations.

    • Must manage all reporting to the customers.

    • Must manage tickets backlogs.

    • Work with customer to understand unmet needs & provide solutions.

Other similar professional duties maybe assigned as needed.


  • Candidate must have at least 5-7 years of leading application support experience.
  • Excellent verbal and written communication skills.
  • People Management Skills.
  • Team Manageent Skills.
  • Ability to analyze issues and drect team to resolve problems with a quick turnaround time.
  • Experience using case management systems.
  • Able to gain expertise on new systems quickly.
  • Able to create material and provide training to end user.
  • Bachelor's degree in computer science, information systems, communications, engineering, or related field is required.

Employer will accept a suitable combination of education, training or experience.


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