Full-Time Customer Success Manager

• Serve as the primary point of contact for public sector clients, ensuring alignment across stakeholders, technical teams, and project goals.
• Lead end-to-end project execution for Cisco UCCE migrations, enhancements, and integrations with Google CCAI, IVR/NLP systems, and back-end applications.
• Manage government technology projects in compliance with procurement, privacy, and regulatory requirements.
• Oversee project scope, timelines, budgets, and risk management activities to ensure successful delivery.
• Facilitate client onboarding, business requirements gathering, UAT, and transition to operations.
• Partner with engineers, solution architects, and delivery leads to drive solution quality and client satisfaction.
• Conduct regular client reviews, provide executive updates, and maintain proactive communication to track client success metrics.
• Identify expansion opportunities and support sales and proposal teams with scoping and estimating future phases or services.
• Track client opportunities and maintain opportunities within our CRM.

• 5+ years of experience in client success, project management, or technical consulting, preferably in contact center integration
• Strong understanding of Cisco UCCE (Unified Contact Center Enterprise) platform, including ICM scripting, CVP, and Finesse
• Hands-on experience or oversight of Google CCAI solutions, including Dialogflow CX, Agent Assist, and conversational AI use cases
• Experience working with government clients (state/local or federal) and familiarity with public sector procurement and delivery practices
• Proven success managing multi-phase implementation projects, including timelines, budgets, and cross-functional teams
• Exceptional client relationship and stakeholder management skills

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