Customer Success Manager

Company Overview

Performance Drone Works (PDW) builds technologies for the warfighter, by the warfighter. Born out of the Drone Racing League, our roots are competitive, our mindset is tactical, and our mission is clear: deliver purpose-built unmanned systems to those who serve. We are not here to sell vapor; we build and ship real capabilities for real missions.

Now, we're entering a new phase of growth and are looking for a highly skilled and motivated Customer Success Manager to be the support. The successful candidate will be responsible for leading a dynamic cross-functional team to deliver top-quality products and services to our customers.

What You'll Do

• Become a SME in PDW's technology, processes, and products.
• Manage and maintain relationships with US Government stakeholders to build and drive value
• through effective management of PDW Customer Programs.
• Manage PDW customer sUAS programs against cost, schedule, and technical requirements as well as execute vision and scale of processes.
• Work cross functionally with various teams to support Sales and Go-To-Market strategy to include engineering, manufacturing, and product.
• Manage and report to PDW senior leadership and executive committee program status, risks, and opportunities during weekly updates.
• Solicit, aggregate, and track product and technical requirements. Gather requirements from stakeholders, both internal and external, and aggregate them into PDW CRM. Track the status of requirements throughout the development process to ensure that they are met.
• Create presentations for design and Quarterly Business Reviews. This includes understanding the audience, researching the topic, and creating a presentation that is clear, concise, and visually appealing.
• Work directly with resell partners to fulfill customer demands that adhere to contractual, legal, and regulatory requirements.

Requirements

• Customer Success Management or Program Management experience, including Technology Assessments, Systems Design, Systems Analysis, Programmatic Support, Acquisition Planning, and Budget Planning.
• Excellent skills in leadership, time management, organization, and team management. The ability to motivate and inspire others, set clear expectations, and delegate tasks effectively is essential.
• Theoretical and practical knowledge of Customer Success principles and practices. The ability to support customers with their PDW products and use cases to achieve mission success.
• Theoretical and practical knowledge of program management principles and practices. The ability to identify and manage risks and communicate effectively with stakeholders.
• Experience in implementing effective internal business systems, processes, and controls for the management of large-scale customers
• Experience with DoD and commercial Unmanned Aircraft Systems and related software.
• Excellent verbal and written communication skills. The ability to communicate effectively with stakeholders, both verbally and in writing, is essential.
• Familiarity with RMA, spares, logistics or other repair workflows is preferred.
• Ability to communicate effectively with technical and non-technical audiences is required.
• Jira, Salesforce, and Microsoft Office Suite Experience: Significant experience and excellent skills with Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
• Ability to obtain Active Secret or Top-Secret Security Clearance

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. Ability to sit, stand, bend, reach, and move about regularly throughout the day and lift/carry up to 50 pounds. Must have manual dexterity to operate standard office equipment such as computers, printers, and phones. Must be physically capable of walking between the office and production areas and attending events or meetings off-site as needed.

Work Environment
This position typically operates in an office setting and manufacturing environment. This role requires use of standard office equipment and will require occasional travel to customer locations or facilities. This position may have exposure to outdoor weather conditions, noise, and non-climate-controlled environments. May require the use of personal protective equipment (PPE) depending on the environment. This is a fast-paced work environment and requires cross departmental collaboration with independent and team-based responsibilities.

ITAR Requirement

In compliance with International Traffic in Arms Regulations (ITAR), candidates must be U.S. Citizens, U.S. Permanent Residents (Green Card holders), or individuals granted asylee/refugee status as defined by 8 U.S.C. 1324b(a)(3).

Compensation and Benefits

• PDW values our team, and we offer a compensation package reflective of your experience and capabilities. Benefits include:
• Comprehensive BCBS medical, dental, and vision coverage; 80% sponsored by the company
• Safe Harbor 401(K) with company match
• Paid Parental Leave
• Competitive salary, generous paid time off (PTO), and flexible leave options

EEO Statement

PDW is an equal opportunity employer that upholds all federal and state non-discrimination laws. We ensure a fair and unbiased evaluation for employment for all qualified candidates regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, medical condition, disability, genetic information, veteran status, or any other characteristic protected by law.