Experienced Client Success Manager – Public Sector Contact Center Integration and Technology Project Management

Introduction to blithequark

blithequark is a pioneering outcomes-focused consulting firm dedicated to empowering clients to leverage technology as a strategic asset and harness the power of data to inform better decision-making. What sets us apart is our unique approach to problem-solving. We don't just solve problems for our clients; we solve them with our clients, working in tandem to achieve their mission. Our team of experts takes the time to deeply understand our clients' goals, challenges, and aspirations, driving toward outcomes that serve not just organizations, but people and communities as well.

Through our expertise in data analytics, technology solutions, digital transformation, and more, we partner with clients across both the public and private sectors to tackle their most complex challenges. Our journey begins with a profound understanding of who our clients are, how they operate, and what they strive for, allowing us to empathize with their problems as if they were our own. By building client-focused relationships and crafting unique solutions that exceed expectations, we ensure that our clients' desired outcomes are always at the forefront of our efforts.

Originally founded in 2008, blithequark has grown to employ over 450 team members who work remotely and from offices and hubs across the United States, including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX. At blithequark, we're not just about making a difference; we're about making it happen, together.

Job Description

We're on the hunt for an exceptional Client Success Manager (CSM) with a deep understanding of Cisco UCCE, Google CCAI, and a proven track record in managing technology projects for public sector clients. As a key player in our Contact Center Integration Business Unit, you'll be responsible for leading client relationships and project delivery across state and local government agencies. The ideal candidate will have a proven track record of managing complex, multi-vendor contact center integrations and can confidently guide clients through the implementation of intelligent, AI-powered contact center solutions.

Key Responsibilities

The following duties are critical to the role, though other actions, duties, and responsibilities may be required as needed.

• Serve as the primary point of contact for public sector clients, ensuring alignment across stakeholders, technical teams, and project goals.
• Lead end-to-end project execution for Cisco UCCE migrations, enhancements, and integrations with Google CCAI, IVR/NLP systems, and back-end applications.
• Manage government technology projects in compliance with procurement, privacy, and regulatory requirements.
• Develop an intimate understanding of the client's business, including their organizational structure, KPIs, strategies, technical capital, human capital, financial considerations, and more.
• Gain a comprehensive understanding of the client's technological landscape, including relevant software, hardware, technical debt, risk aversion, velocity, and proclivity towards change.
• Oversee project scope, timelines, budgets, and risk management activities to ensure successful delivery.
• Facilitate client onboarding, business requirements gathering, UAT, and transition to operations.
• Partner with engineers, solution architects, and delivery leads to drive solution quality and client satisfaction.
• Conduct regular client reviews, provide executive updates, and maintain proactive communication to track client success metrics.
• Identify expansion opportunities and support sales and proposal teams with scoping and estimating future phases or services.
• Track client opportunities and maintain opportunities within our CRM.

Essential Qualifications

To excel in this role, you'll need:

• 5+ years of experience in client success, project management, or technical consulting, preferably in contact center integration.
• A strong understanding of Cisco UCCE (Unified Contact Center Enterprise) platform, including ICM scripting, CVP, and Finesse.
• Hands-on experience or oversight of Google CCAI solutions, including Dialogflow CX, Agent Assist, and conversational AI use cases.
• Experience working with government clients (state/local or federal) and familiarity with public sector procurement and delivery practices.
• Proven success managing multi-phase implementation projects, including timelines, budgets, and cross-functional teams.
• Exceptional client relationship and stakeholder management skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, and project management software.
• Excellent communication and interpersonal skills, with a high level of professionalism and confidentiality.
• Strong strategic thinking and problem-solving abilities.
• Strong analytical skills and a demonstrated ability to troubleshoot problems.
• 5+ years of experience leading client engagements.
• The ability to explain complex technical concepts to anyone, regardless of their background.
• Demonstrated ability working in a teaming/collaborative environment.
• Willingness to travel as needed (approximately 1–2 times per month) to Columbus, OH.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Certifications in project management (PMP, Agile, etc.) or contact center technologies (Cisco, Google, etc.).
• Experience with cloud-based contact center solutions and migration strategies.
• Familiarity with IT service management frameworks (ITIL) and industry best practices.
• Knowledge of data analytics and reporting tools to measure contact center performance.
• Experience with change management and training programs for contact center agents and supervisors.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our team members. As a Client Success Manager, you'll have access to:

• Comprehensive training programs to enhance your skills in contact center technologies and project management.
• Mentorship from experienced professionals in the field.
• Opportunities to work on diverse projects across various industries and technologies.
• A culture that encourages innovation, creativity, and continuous learning.
• Recognition and rewards for outstanding performance and contributions to the team.

Work Environment and Company Culture

Our work environment is built on the principles of collaboration, empathy, and mutual respect. We believe in:

• Fostering a culture of transparency, open communication, and feedback.
• Encouraging work-life balance and providing flexible working arrangements.
• Supporting the well-being and mental health of our team members.
• Celebrating diversity, equity, and inclusion in all aspects of our work.
• Recognizing and rewarding outstanding performance and contributions to the team.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range that reflects your experience and qualifications.
• A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.
• Access to the latest technologies and tools.

Conclusion

If you're a motivated and experienced Client Success Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. Join our team of dedicated professionals who are passionate about making a difference in the lives of our clients and communities. Together, let's achieve great things and create a brighter future for all.

Apply now to become a part of our dynamic team and take the first step towards an exciting and rewarding career at blithequark.