agile-defense - Agile Defense - Customer Experience Manager (SME)

• Lead the onboarding process for new customers, ensuring a smooth transition and successful adoption of the platform. • Monitor and respond to customer inquiries across multiple support channels, resolving issues in a timely, professional, and customer-focused manner. • Build strong relationships with customers by providing guidance, troubleshooting assistance, and proactive support to enhance their overall experience. • Identify trends in customer feedback and recurring issues, and recommend improvements to products, services, and internal processes. • Maintain accurate documentation of customer interactions, issues, resolutions, and project-related feedback. • Serve as a Subject Matter Expert (SME) for upcoming projects by contributing customer insights during discovery, research, design, and development phases to ensure solutions align with customer needs and expectations. • Collaborate closely with cross-functional teams, including product, design, and development, to improve workflows, processes, and user experience. • Participate in quality assurance (QA) testing throughout the project lifecycle by validating features and functionality in a safe testing environment prior to release. • ## Working Conditions • Our Core Values • Employees of Agile Defense are our number one priority, and the importance we place on our culture here is fundamental. Our culture is alive and evolving, but it always stays true to its roots. Here, you are valued as a family member, and we believe that we can accomplish great things together. Agile Defense has been highly successful in the past few years due to our employees and the culture we create together. • What makes us Agile? We call it the 6Hs, the values that define our culture and guide everything we do. Together, these values infuse vibrancy, integrity, and a tireless work ethic into advancing the most important national security and critical civilian missions. It's how we show up every day. It's who we are. • Happy - Be Infectious. Happiness multiplies and creates a positive and connected environment where motivation and satisfaction have an outsized effect on everything we do. • Helpful - Be Supportive. Being helpful is the foundation of teamwork, resulting in a supportive atmosphere where collaboration flourishes, and collective success is celebrated. • Honest - Be Trustworthy.Honesty serves as our compass, ensuring transparent communication and ethical conduct, essential to who we are and the complex domains we support. • Humble - Be Grounded.Success is not achieved alone, humility ensures a culture of mutual respect, encouraging open communication, and a willingness to learn from one another and take on any task. • Hungry - Be Eager.Our hunger for excellence drives an insatiable appetite for innovation and continuous improvement, propelling us forward in the face of new and unprecedented challenges. • Hustle - Be Driven.Hustle is reflected in our relentless work ethic, where we are each committed to going above and beyond to advance the mission and achieve success.