What are the responsibilities and job description for the Customer Success Manager position at Performance Drone Works, LLC?
Company Overview
At Performance Drone Works (PDW), we’re at the forefront of creating custom small unmanned aerial systems (sUAS) for the modern warfighter. PDW is proudly American owned, with all design, engineering, and manufacturing of our products taking place domestically.
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.
- Manage PDW customer sUAS programs against cost, schedule, and technical requirements as well as execute vision and scale of processes.
- Manage and maintain relationships with PDW Government stakeholders to build and drive value through effective management of PDW Customer Programs.
- Work cross functionally with various teams to support Sales and Go-To-Market strategy.
- 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.
- Work directly with resell partners to fulfill customer demands that adhere to contractual, legal, and regulatory requirements.
Requirements
- 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.
- The ability to communicate effectively with stakeholders, both verbally and in writing.
- Familiarity with RMA, spares, logistics or other repair workflows is preferred.
- Ability to communicate effectively with technical and non-technical audiences is required.
- Proficiency utilizing Jira, Salesforce, and Microsoft Office Suite.
- Ability to obtain Active Secret or Top-Secret Security Clearance
- A minimum of 4 years of supervisory/management experience
- Bachelor's degree and/or 8 years of related experience and/or training; or equivalent combination of education and experience.
- Ability to travel up to 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.
