Operations Manager
Own strategic customer relationships and growth for military and government accounts, leading engagement, adoption, renewals, and expansion. The role requires military planning experience, strong technical aptitude, executive communication skills, and current Top Secret clearance with SCI eligibility.
About the job
Responsibilities
- Serve as the senior-most field representative for the account, aligning internal teams and government stakeholders to meet requirements, secure sponsorship, and advance strategic initiatives.
- Communicate user needs to the product team while maintaining deep product expertise.
- Communicate new capabilities to customers, support adoption within existing workflows, and identify opportunities to expand usage.
- Direct resources and strategic goals for a team of Partner Engagement Managers.
- Own customer retention and growth by driving renewals, expanding product adoption, and pursuing upsell opportunities.
- Build customer trust and align diverse stakeholder perspectives through clear, influential communication.
- Coordinate team efforts to deliver strong customer experiences and synchronize planning and workflows across commands.
- Enable expansion and upsell opportunities with Allies and Partners.
- Respond to customer incidents and coordinate with customers and product engineering teams.
Requirements
- Experience with large-scale staff planning through Professional Military Education and/or military service.
- Ability to operate effectively with senior military leaders and C-suite executives.
- Familiarity with major military planning exercises and software deployment protocols on classified networks.
- Experience expanding business presence within a region, particularly for software or technology solutions.
- Customer support experience in face-to-face and remote settings.
- Strong technical skills for mastering the application, working with technical subject matter experts, and troubleshooting cross-platform issues.
- Ability to navigate large government organizations, resolve bureaucratic challenges, and deliver successful outcomes.
- Current Top Secret clearance with eligibility for SCI.
- Ability to access Department of Defense facilities and installations.
Preferred Qualifications
- Technical aptitude to become a power user and discuss engineering topics with customers without necessarily coding.
- Ability to tailor communication for senior military leaders and junior personnel with technical or operational needs.
- Ability to work proactively and adapt autonomously or with cross-functional teams in fast-paced or ambiguous environments.
- Clear, concise, and candid communication skills.
Compensation
- Annual salary: $170,000-$190,000.
Skills
Military Planning, Staff Planning, Classified Networks, Customer Support, Incident Response, Technical Troubleshooting, Product Adoption, Account Management, Upselling, Top Secret Clearance
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