Customer Success Manager, International Government

Company Overview

Performance Drone Works (PDW) is a world leader in autonomous small unmanned aerial systems (sUAS). The PDW team is comprised of drone industry experts, veteran warfighters, and high-performing business professionals. We have a culture of radical transparency, accountability at all levels, and customer-centric design. 

Role

PDW is seeking a highly skilled and motivated Customer Success Manager to be the support. The successful candidate will be responsible for leading a dynamic cross-functional team to deliver top-quality products and services to our customers. 

Responsibilities

• Expertise in PDW’s technology, processes, and products.
• Customer Success driven - Relentless pursuit of excellence when supporting the customer.
• Unwavering customer-facing and internal professionalism, moral, and ethical values.
• Manage and maintain relationships with US and International Government stakeholders to build and drive value through effective management of PDW Customer Programs.
• EMEA and INDOPACOM government customer support and relationship management
• Manage PDW customer sUAS programs against cost, schedule, and technical requirements as well as execute vision and scale of processes.
• Work cross functionally with various teams to support Sales and Go-To-Market strategy to include engineering, manufacturing, and product.
• Manage and report to PDW senior leadership and executive committee program status, risks, and opportunities during weekly updates.
• Solicit, aggregate, and track product and technical requirements. Gather requirements from stakeholders, both internal and external, and aggregate them into PDW CRM. Track the status of requirements throughout the development process to ensure that they are met.
• Create presentations for design and Quarterly Business Reviews. This includes understanding the audience, researching the topic, and creating a presentation that is clear, concise, and visually appealing.
• Create accurate and technically detailed reports from customer engagements applicable to the cross-functional team.
• Work directly with international resell partners to fulfill customer demands that adhere to contractual, legal, and regulatory requirements.

Requirements

• Experience working with NATO, EMEA, and/or INDOPACOM Ministry Of Defenses.
• Experience working with international government contracts
• Program Management experience, including Technology Assessments, Systems Design, Systems Analysis, Programmatic Support, Acquisition Planning, and Budget Planning.
• Excellent skills in leadership, time management, organization, and team management. The ability to motivate and inspire others, set clear expectations, and delegate tasks effectively is essential.
• Theoretical and practical knowledge of program management principles and practices. The ability to identify and manage risks and communicate effectively with stakeholders.
• Experience in implementing effective internal business systems, processes, and controls for the management of large-scale customers
• Experience with DoD and commercial Unmanned Aircraft Systems and related software.
• Excellent verbal and written communication skills. The ability to communicate effectively with stakeholders, both verbally and in writing, is essential.
• Familiarity with RMA, spares, logistics or other repair workflows is preferred.
• Ability to communicate effectively with technical and non-technical audiences is required.
• Jira, Salesforce, and Microsoft Office Suite Experience: Significant experience and excellent skills with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Ability to obtain Active Secret or Top-Secret Security Clearance
• Ability to travel a minimum of 50%.

ITAR Requirement  

In compliance with International Traffic Arms Regulations (ITAR), candidates must be U.S. Citizens, U.S. Permanent Residents (Green Card holders) or individuals granted asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3).  

Compensation and Benefits 

PDW values our team, and we offer a compensation package reflective of your experience and capabilities. Benefits include: 

• Comprehensive BCBS medical, dental, and vision coverage; 80% sponsored by the company.
• Safe Harbor 401(K) with company match.
• A work environment that encourages teamwork and innovation.
• Competitive salary, generous paid time off (PTO), and flexible leave options. 

Commitment to Inclusivity 

PDW is an equal opportunity employer that upholds all federal and state non-discrimination laws. We ensure a fair and unbiased evaluation for employment for all qualified candidates, regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition, disability, genetic information, veteran status, or any other characteristic protected by law.