Product Manager - Customer Success

About Us

eSimplicity is a modern digital services company that works across government, partnering with our clients to improve the health and lives of millions of Americans, ensure the security of all Americans—from soldiers and veterans to kids and the elderly, and defend national interests on the battlefield. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that courageously equip Federal agencies with solutions to transform today for a better tomorrow for all Americans.

We are looking for a Product Manager – Customer Success with proven experience managing a customer success or service delivery team to ensure high quality and effective customer service for end users of a complex data platform. The successful candidate will interface with customers and teams to resolve user inquiries and facilitate delivery, analysis and iteration throughout the Agile lifecycle.  

Responsibilities: 

• Lead and mentor a team of customer success professionals and data analysts, ensuring efficient workload distribution, performance optimization, and high quality customer service. 
• Work closely with our help desk team to streamline their operations, collaborate on developing escalation protocols, and extract actionable insights from support ticket trends. 
• Act as an evangelist for new technologies and approaches within our user community, engaging stakeholders through targeted communication and training strategies in order to foster adoption and success across a diverse user bases. 
• Support the design and delivery of highly effective training programs and knowledge base resources, tailored to the diverse skill levels and learning styles of our community of data analyst users. 
• Support the creation of clear, user-focused documentation, tutorials, and guides to support our user community, including working with our design and development teams to maintain and enhance our content repositories. 
• Act as an internal voice of the user, bringing hands-on familiarity with large-scale data platforms, analytics tools, and technologies like Python, R, Databricks, and/or SAS to empathize with and advocate for our community of data analyst users.  
• Create and manage a product roadmap of optimizations to improve customer success operations. Develop epics, features and user stories that enable these objectives. Maintain and prioritize the team/product backlog ensuring items are well-defined, and ready for development. 
• Engage closely with the Agile team, ensuring clear communication and successful execution of sprint goals. Keep the team on-track towards delivering PI or quarterly objectives. Understand and manage upstream and downstream dependencies. Manage trade-offs within the sprint and provide recommendations that support effective change management within the sprint or PI 
• Provide proactive and transparent updates to the team and partners. Collaborate with diverse teams (engineering, HCD, security, operations) to execute product plans effectively. Provide regular and open communication across the program and stakeholders for transparency and awareness of progress and impediments. Bridge the communication between the agile/project teams and key stakeholders by building and maintaining relationships 

Required Qualifications: 

• All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation.
• Bachelor’s degree in Information Technology, Computer Science, Business Administration or related field/equivalent work experience 
• 4-7 years of relevant experience in product management or technical leadership for a customer success or service delivery team.  
• Ability to collaborate and communicate with technical and non-technical personnel from analyst to C-suite executives.  
• Ability to effectively communicate and negotiate priorities between stakeholders, including customers, development teams, and management.  
• Experience delivering in an Agile environment and using JIRA, Confluence and SharePoint applications 
• Ability to work in a fast-paced and time-sensitive environment 
• Excellent oral and written communication skills  

Preferred Qualifications: 

• SAFe certification and/or practical SAFe experience 
• Experience supporting data platforms and analyzing complex data sets 
• Experience with customer support products (ie Service Now) 
• Experience in government or commercial healthcare industry, ideally within Medicare, Medicaid or other government healthcare verticals 

eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager. Occasional travel for training and project meetings. It is estimated to be less than 25% per year.

Benefits:

We offer highly competitive salaries, full healthcare benefits, performance bonuses, and a flexible leave policy. 

Equal Employment Opportunity:

eSimplicity is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.