Job Title: Director of Client Delivery and Customer Service
Location: Leesburg, VA
Job Type: Full-time
Overview:
Centennial Technologies Inc. seeks a seasoned Director of Client Delivery and Customer Service with a strong IT background to support our federal portfolio. The ideal candidate will have over 15 years of experience and expertise in the federal industry, with extensive experience effectively troubleshooting issues, navigating complex scenarios, and delivering a best-in-class customer experience that surpasses industry standards. As the Director of Client Delivery and Customer Service, you will play a pivotal and valued role in working with Centennial customers and partners to provide exceptional support, ensuring that every interaction leaves a positive impact. You will serve as the voice of the customer within Centennial, guiding and collaborating closely with internal support teams to ensure we exceed Customer expectations.
In addition to providing top-tier support to our customers, you will serve as an accessible expert with strong relationships to provide expertise in key areas surrounding digital modernization, low-code application development, and cloud platform deployment. Your deep understanding of industry standards will be invaluable in helping Centennial deliver world-class experiences while innovating to exceed customer expectations.
Key Responsibilities:
· Develop and nurture strong customer relationships, serving as a trusted partner and primary point of contact for key customers within the federal civilian sector.
· Provide exceptional customer support and advocate cross-functional support on behalf of the customer within Centennial to ensure client satisfaction and address customer needs and challenges.
· Collaborate with internal program or project teams, based on customer feedback, to identify opportunities for expanding Centennial services to meet evolving customer requirements.
· Develop and execute strategies to enhance customer success and retention, tailored to individual customer needs and challenges.
· Stay updated on industry trends, regulations, and best practices to effectively inform customer support strategies and initiatives.
· Collaborate with technology teams to prioritize and execute Generative AI initiatives that will deliver innovation and drive continuous improvements in operational efficiencies for our customers.
· Manage Federal programs/projects involving process improvement, system implementation, and PMO effectiveness.
· Collaborate effectively and lead as a subject matter expert within a team environment to meet aggressive goals and predefined measurement criteria.
· Develop short-range and long-range plans to prioritize issues, develop program objectives, secure needed resources, and meet reliability compliance objectives.
· Create proposals (RFP and RFI responses) to support and lead business development activities, leveraging executive presence and negotiation skills to develop compelling business cases and win proposal bids.
· Deliver and/or assess large complex IT projects (ERP, ServiceNow, Salesforce, etc.)
Skills Required:
· 15+ years of relevant experience or an equivalent combination of education and work experience, with at least 5 years supporting federal civilian agencies.
· Bachelor’s degree in a relevant field.
· Must have PMP and CSM certifications.
· Proven track record in supporting Public Sector projects or programs with an IT focus.
· Strong client relationship management skills, including networking, negotiation, and persuasion.
· Ability to build and motivate teams while managing competing priorities.
· Experience leading teams to establish direction, motivate members, and promote continuous improvement and innovation.
· Strategic development skills, including writing, communicating, facilitating, and presenting to industry audiences and clients.
· Demonstrated abilities in developing comprehensive program and project management strategies to achieve project success.
· Ability to roll up sleeves, get into details, and turn the program or project around to meet customer expectations or contractual obligations.
· Ability to work independently and prioritize tasks effectively. Proven track record of driving customer success and retention.
· Exceptional work ethic, ability to work under pressure to meet strict deadlines and efficient time management.
· Must be eligible to obtain a security clearance.
· Travel, as needed, to support client meetings and deliverables.
About Centennial Technologies Inc.:
Centennial Technologies Inc. is dedicated to fostering a healthy work-life balance. We provide flexible paid time off, a casual work atmosphere, frequent collaborative interaction, and opportunities for continuous career development. Our competitive benefits package includes Medical, Dental, Short-Term Disability, Long-Term Disability, Life Insurance, 401(k), Mass Transit Benefits, Paid Time Off, and Federal Holidays.
Our Culture:
– Supportive professional environment promoting work-life balance.
– Performance Management techniques rewarding top performers.
– Paid training on the latest technologies and business practices.
– Employee-focused model.
– Shared vision of client success through long-term client relationships.
Equal Opportunity Employer:
Centennial is an equal-opportunity employer and complies with all applicable federal, state, and local employment laws.
Benefits:
– 401(k)
– Dental Insurance
– Health Insurance
– Paid Time-Off
– Vision Insurance
Preferred Experience:
– Federal Director of Delivery: At least 10 years
– Federal Project and Program Management: 5 years
Certifications:
– PMP
– Certified Scrum Master
