Director - Connection Point Customer Success - Maximus

The Director of Customer Success for Connection Point will lead the strategy and execution of customer success initiatives, ensuring client satisfaction, operational efficiency, and the successful delivery of services across all Connection Point projects.

Essential Duties and Responsibilities:

- Own and Oversee various Connection Point (CP) Client's project specific backlog and O&M (operations and maintenance) backlog.

- Define standardized processes in identifying the project specific backlog and O&M backlog. This also includes defining processes around identifying different backlog items like new requirements, requirement changes via change requests, defects, configuration requests, data manipulation requests, data reports.

- Own and Manage Weekly and Monthly sync up meetings with Project Ops to go over project specific backlogs and O&M backlogs and communicate updates to Project and CP leadership.

- Own and manage weekly sync up meetings with CP delivery leadership to plan project specific backlog and O&M backlog for releases.
- Be the point of contact and support bi-weekly and monthly meetings organized by the state clients across all vendors to discuss issues or upcoming changes to the project.

- Partner with CP Service Delivery leads, CP Solution Architect leads, CP Capability Owners, CP interfacing application leads to prioritize backlog items and manage solution delivery communication and release schedule communication with CP Clients.

- Participate in PI planning meetings and work collaboratively with Connection Point leadership, Connection Point service delivery team and partners and advocate for getting priority on client change requests and production support tickets and come up with production release roadmap for the changes and manage client/project backlog.

- Define and own the process around creating templates for project Release notes, creating Operational guides for released functionality to CP Clients.

- Manage the performance of a small team of customer success analysts. Set goals and objectives, assist with professional development by providing coaching and identifying growth opportunities.
- Create and track Governance metrics like cycle time by severity, MTTR for severity, project SLAs, quarterly reports around tasks resolved or deployed etc. by partnering with Data Analysts and CP Service Delivery teams.

- Bachelor's Degree

- 10+ Years

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Annual Base Pay Minimum for this Position

$

100,400.00

Annual Base Pay Maximum for this Position

$

189,720.00