Customer Experience / Arlington, VA

Senior Customer Success Manager, Public Sector

Based in Arlington, Va., Interos’ breakthrough SaaS platform leverages artificial intelligence and machine learning to model the entire business ecosystems of companies into a living global map. Users can drill down to any single supplier, anywhere – helping businesses and government organizations reduce risk, avoid operational disruptions, and achieve dramatically superior resilience and performance. We have seen hypergrowth in the past 3 years and continue to expand our team across the US and several countries in Europe.

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Founded in 2005 by supply chain risk management expert Jennifer Bisceglie, we have grown into the largest and most influential player in the emerging operational resilience space. This past July we achieved $100 million dollars in Series C funding led by the investment firm Night Dragon, with additional participation from Series A and B investors Kleiner Perkins and Venrock. This latest round of funding brings Interos’ valuation to $1billion, earning us unicorn status.

Based in Arlington, Va., Interos’ breakthrough SaaS platform leverages artificial intelligence and machine learning to model the entire business ecosystems of companies into a living global map. Users can drill down to any single supplier, anywhere – helping businesses and government organizations reduce risk, avoid operational disruptions, and achieve dramatically superior resilience and performance. We have seen hypergrowth in the past 3 years and continue to expand our team across the US and several countries in Europe.

The Opportunity:

We're looking for a Senior Customer Success Manager, Public Sector who thrives on cross-team collaboration and being the grease that drives innovative solutions and programs to success. This individual is the primary point of contact for our customers and is responsible for customer delight by prescriptively leading the execution of client engagements and successfully managing the customer journey.

To perform this role successfully, you need to be a hands-on solution focused individual that can manage SaaS engagements, can quickly learn the product and can articulate its business value to customers while ensuring that engagement tasks are planned, executed, and tested thoroughly. You’ll be responsible for managing contractual deliverables while ensuring the customer sees value from both those deliverables the Interos Platform. Bring your organizational and process-driven creativity and your extroverted compulsion to talk to, learn from, and evangelize everyone. We know that you make things happen. Make them happen here! The ideal candidate will be located in the Washington DC metro area; it is expected that this role will be telework eligible, with occasional meetings at customer sites & Interos HQ.

Essential Functions/duties:

  • Serve as the primary interface between the customer and Interos; build and maintain multi-level client stakeholder relationships to continuously link Interos deliverables to our customers’ requirements.
  • Oversee the project schedule, financial performance, and ensure deliverables and milestones finish on time.
  • Review and approve project team work to ensure adherence to scope, quality and productivity expectations and implement additional processes or reviews as needed to address systemic or recurring issues.
  • Act as an advocate and voice of the customer with internal Interos teams to ensure the customers’ needs are understood and addressed.
  • Understand what success looks like to the client, how our solution fills that need, and measure our success against it.
  • Evangelize Interos capabilities and potential within the customer’s organization.
  • Coordinate with Sales teams in providing insight to customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings.
  • Build customer advocates - develop deep strategic client relationships and build a loyal client base that actively advocates for our company.
  • Ensure a high degree of renewals for defined customer portfolio by providing education and services related account management; identify account risks and define mitigation plans as needed.

Minimum Qualifications:

  • BA/BS degree.
  • At least 6+ years of experience in the technology industry (SaaS environment required) in Customer Success, Account Management, Consulting, Project Management or Engagement Management.
  • 3+ years experience with Federal organizations, Government budget cycles and associated processes, constraints, and limitations.
  • You have a startup mindset; meaning you can think about fast, creative solutions, quick ways to learn continuously, and experiments that help us know we're making the best bets with our limited resources.
  • Strong interest in technology.
  • Self-starter and ability to thrive in a fast-paced environment.
  • Experience managing complex and dynamic projects, collaborating between teams, fostering solutions and coordination between stakeholders, and building/managing schedules, budgets, and plans.
  • Must be able to execute autonomously in a fast-paced and agile environment.
  • Be insanely organized and demonstrate exceptional attention to detail.
  • Have excellent oral, written, and presentation communication skills, including meeting facilitation and reaching stakeholder agreement.

Preferred Qualifications:

  • Federal project management experience or PMP certification.
  • Secret clearance (not required). Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical).
  • Ability to function independently, with minimal supervision, setting direction communicating effectively with internal and client stakeholders, and enlisting help as needed.
  • Conversant in supply chain risk management.

Vaccination Requirement:

Interos is required to comply with Federal Executive Order 14042 mandating employees be vaccinated against COVID-19. All Interos employees must be fully vaccinated* against COVID-19, unless you have a legally valid medical or religious reason. Any requests for exemptions based on medical or sincerely held religious beliefs will be evaluated confidentially by our Chief People Officer after hiring.

*Fully vaccinated means an individual must have received their second dose of the Moderna or Pfizer vaccine or the single dose of the Johnson & Johnson vaccine.

Benefits:

  • Comprehensive Health & Wellness package (Medical, Dental and Vision)
  • 10 Paid Holiday Days Off
  • Flexible Paid Time Off (FTO)
  • Pet Insurance
  • 401 (k) Employer Matching
  • Stock Options
  • Family Planning reimbursement
  • Legal Insurance
  • Identity Theft Protection
  • Child Tutoring Reimbursement
  • Career advancement opportunities
  • Casual Dress
  • On-site gym and dedicated Peloton room at headquarters
  • Company Events (Sports Games, Fitness Competitions, Birthday Celebrations, Contests, Happy Hours)
  • Annual company party
  • Employee Referral Program

Interos is proud to be an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected]

 

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Interos is proud to be an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

If you are a candidate in need of assistance or an accommodation in the application process, please contact HR@interos.com

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Ensure Operational Resilience

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Build operational resiliency into your extended supply chain:

  • 889 compliance – ensure market access
  • Data sharing with 3rd parties and beyond – protect reputation
  • Concentration risk – ensure business continuity
  • Cyber breaches – assess potential exposure
  • Unethical labor – avoid reputational harm
  • On-boarding and monitoring suppliers – save time and money