**Customer Success Lead** **Who is Epsilon:** Epsilon is an IT Services company that was founded in 2009 and has become an established leader in providing Information Technology services to both Federal Government and Commercial businesses across the United States. Epsilon is known for its solution-focused and innovative approach, aligning technology systems, tools, and processes with the missions and objectives of its customers. Epsilon’s headquarters are in Weaverville, NC with other corporate offices in Greenville, SC, Crystal City, VA, and Denver, CO. We have employees in 30+ States across the U.S. **Why work for Epsilon:** In joining Epsilon’s team, you will have the opportunity to contribute to Epsilon’s business and customer initiatives, as well as influence our brand culture through people interaction and technology advancements. Epsilon invests in our employees by promoting from within and enabling employees to elevate their knowledge and skill set in their profession by allocating $3,000 annually in Professional Development funds. We also offer competitive pay, comprehensive benefits through one of the largest national carriers, Paid Time Off (PTO) that increases with tenure and has a generous rollover, 11 company paid Holidays, and 401(k) with immediate contribution. **Where you’ll work:** This is a hybrid onsite/remote opportunity where you will report to the customer location in Falls Church, VA and have the flexibility to work from home based on business needs. **An average day:** As Customer Success Lead, you will drive increased user satisfaction, mission alignment, platform adoption, and continuous improvement by ensuring success across data engineering, AI/ML governance, and model development areas. This role focuses on stakeholder engagement, communication, platform optimization, and ensuring mission value realization through strategic oversight and relationship management. The Customer Success Lead works closely with technical teams and stakeholders to align platform capabilities with organizational goals. In this position you will: + Develop and execute strategies to enhance user satisfaction and platform adoption across data engineering, AI/ML governance, and model development functions. + Serve as the primary point of contact for stakeholder engagement, fostering relationships and ensuring alignment with mission objectives. + Collaborate with technical teams to understand and communicate the value of platform capabilities to stakeholders. + Monitor platform usage, identify opportunities for optimization, and drive initiatives to improve performance and efficiency. + Coordinate cross-functional efforts to ensure seamless integration and delivery of data products, AI/ML models, and governance frameworks. + Provide insights and recommendations based on data analysis to inform decision-making and improve platform alignment with mission needs. + Create and deliver tailored communication plans to keep stakeholders informed of updates, improvements, and value delivery. + Facilitate workshops, training sessions, and knowledge-sharing initiatives to enhance user understanding and utilization of platform capabilities. + Lead feedback collection efforts to capture user needs and ensure they are addressed in technical implementations. + Track and report on key performance metrics related to platform usage, user satisfaction, and mission impact. + Act as a liaison between users and technical teams to resolve issues, prioritize requests, and ensure continuous improvement. + Identify and mitigate risks related to user adoption, data integrity, and operational alignment. + Advocate for best practices and innovative solutions to maximize the value of platform investments. + Support the development and implementation of policies and procedures to ensure consistent user experiences and governance. + Drive continuous improvement initiatives across technical and user-facing areas to enhance overall mission value realization. + Drive AI/ML Governance Compliance – Ensure adherence to ethical AI practices, data privacy regulations, and governance standards across all platform engagements. + Leverage Emerging Technologies – Stay updated on industry trends and emerging technologies in AI/ML and data engineering to provide strategic recommendations for future platform enhancements. **Basic Qualifications:** + As a requirement of this position, all candidates must be a U.S. Citizen. In accordance with 8 U.S.C. 1324b(a)(2)(C) , Epsilon will not consider candidates for this position who do not meet the aforementioned conditions. + At least 7 years of experience in customer engagement management, data analysis, product management, project management, or customer service. + Proven track record in stakeholder management and relationship building. + Strong understanding of data engineering, AI/ML governance, and model development processes. + Experience with platform optimization and adoption strategies. + Proficiency in data analysis and translating insights into actionable recommendations. + Familiarity with project management tools and methodologies, including Agile/Scrum. + Excellent communication and presentation skills tailored for diverse audiences. + Ability to balance technical understanding with user experience priorities. + One or more of the following certifications are desired: + Agile/Scrum Certification. + Certifications in data analysis, customer success, or related areas. + Project Management Professional (PMP) or similar. **Other:** + Must hold an Active DOD Top Secret or TS/SCI Clearance + Must be located within a two (2) hour commute of the physical work location **Physical Demands and Working Conditions:** Listed below are the physical or mental requirements necessary for the job's performance. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions: + Prolonged periods of computer desk work. + Dexterity of hands and fingers to operate a computer keyboard and other computer components. + Speaking and hearing are sufficient to converse and understand conversations, both in-person, telephone, and virtual meetings. + The cognitive skills needed to complete tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for decision-making, problem-solving, and comprehending. + Ability to learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, and the ability to communicate with managers and co-workers. + Mental aptitude to respond appropriately in high-pressure situations or deadline-driven environments. + Maintain a professional emotional response when working with others. **Connect directly with your dedicated recruiter on Epsilon’s careers page.** **www.epsilon-inc.com/careers** Epsilon is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. EEO/AA: Disabled/Vets. Please click here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) to review your rights under EEO policy. If you are an individual with a disability and need special assistance or reasonable accommodation in applying for employment with Epsilon, Inc., please contact our Recruiting department by phone 828-398-5414 or by email careers@epsilon-inc.com .