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Shee Atiká Government Services · 1 month ago

ANR - Vice President of Customer Success

Sitka, AK

Full-time

Onsite

Director/Executive

10+ years exp

Alaska Northstar Resources (ANR) is seeking a dynamic Vice President of Customer Success to ensure our customers receive exceptional value while championing the ANR brand. The role involves leading customer success initiatives, driving expansion of services, and building relationships to enhance customer engagement and retention.

Defense & Space

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Build and maintain strong, trust-based relationships with key stakeholders across federal agencies

Build and maintain relationships with senior government and industry leaders

Develop and execute strategies to retain existing customers and contracts

Enhance customer engagement through personalized outreach and exceptional service

Develop customized success plans aligned with customer and contract objectives

Partner with VP of Strategic Growth and BD team on customer engagement and growth strategies

Identify and pursue opportunities to expand scope and value within current contracts

Monitor and analyze competitive opportunities in the federal marketplace

Shape capture strategies for RFIs/RFPs

Collaborate on new business development for newly formed 8(a) companies, leveraging ANC direct award opportunities

Utilize CRM tools and other available data analytics and reporting to optimize performance and inform decisions

Establish methods to gather and analyze customer feedback for continuous improvement

Establish and support regular customer engagement touchpoints across all contracts; These engagements should be set for both in person and virtual with expectation of at least one on site customer visit annually and no less than quarterly virtually

Track contract status and develop follow-on strategies

Shape organic growth opportunities through existing relationships and partnerships

Support proposal development and capture activities as needed

Provide expert advice on federal acquisition strategies, contract vehicles, and procurement processes to guide customers effectively

Work closely with operations to ensure seamless service delivery and customer satisfaction

Establish KPIs and regularly report on customer retention metrics, growth opportunities, and satisfaction levels

Qualification

Federal contracting experienceCustomer success experienceBusiness developmentProposal managementMicrosoft Office SuiteLeadership skillsInterpersonal skillsCommunication skillsStrategic thinkingTechnical writingDoD Security ClearanceCapture Management ToolsMarket Research ToolsBusiness Development CRMProposal Development Software

Required

Candidate must be a U.S. Citizen

Candidate must have a bachelor's degree in a related field

Candidate must have at least 10 years of experience in federal contracting, including experience in capture and business development; proposal management is a plus, demonstrated success in winning new business and growing existing accounts, and the ability to engage senior business and government leaders

Proven experience in customer success, account management, or business development within the federal contracting space

Strong leadership and independent work capabilities

Exceptional interpersonal and communication skills with a track record of building long-term client relationships

Strategic thinker with the ability to identify growth opportunities and drive execution

Ability to travel up to 25%

Excellent business and technical writing skills

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)

Preferred

15+ years of federal contracting experience

Experience working with or for Alaskan Native Corporations or other 8(a) entities

Experience with geographically distributed teams and multiple programs

Knowledge of federal contracting lifecycle (RFI, RFP, proposal, negotiation, execution)

Existing relationships with DoD and FedCiv agencies (e.g., Army, Air Force, Navy, United States Army Corps of Engineers (USACE), Defense Logistics Agency (DLA), United States Department of Agriculture, etc.)

Prior program management experience

DoD Security Clearance

Familiarity with FAR/DFAR and agreements (TAs, NDAs, Subcontracts, JVs)

Capture Management Tools (e.g., Shipley Capture Planning, GovWin, Salesforce)

Market Research & Analysis Tools (GovWin IQ, SAM.gov)

Business Development CRM Systems

Proposal Development Software