Director - Connection Point Customer Success

Description & Requirements

As a key member of the Connection Point Service team, Customer Success Director plays an integral role in helping Maximus achieve our strategic objective of Connection Point adoption and providing top class service to clients.

Through engagement on customer centric tasks and initiatives and building and maintaining relationships with key client accounts, the Customer Success Director of Connection Point Customer Success team will be the point person working with clients and connection point delivery team by maintaining customer relationships and ensuring the delivery team understands the "why" behind what we're building, and champions connection point adoption and capabilities across the broader organization.

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.

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