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

Welcome to blithequark blithequark is a pioneering outcomes-focused consulting firm dedicated to empowering clients to harness technology as a strategic asset and leverage data to inform better decision-making. What sets us apart is our unique approach – we're not just experts in data and technology; we're passionate problem solvers and industry specialists who collaborate closely with our clients to help them achieve their mission. At blithequark, we believe in solving problems with our clients, not for them. This collaborative mindset is at the heart of everything we do. Our journey begins with a deep understanding of our clients' goals, challenges, and aspirations. We take the time to learn about their organizational structure, key performance indicators, strategies, technical capabilities, human capital, financial considerations, and more. This intimate understanding enables us to drive toward outcomes that serve not just the organization, but also the people and communities they impact. Through data analytics, technology solutions, digital transformation, and beyond, our team works tirelessly with clients across both the public and private sectors to tackle their most complex challenges. Originally founded in 2008, blithequark has grown to employ over 450 team members who operate remotely and from offices and hubs across the United States, including Indianapolis, IN; Fort Wayne, IN; Denver, CO; Atlanta, GA; and Dallas, TX. Our team is built on the principles of humility, hunger for knowledge, and smart decision-making. We're committed to delivering transformative outcomes and making a real difference in the lives of our clients and their communities. About the Role We're seeking an exceptional Client Success Manager with extensive experience in managing technology projects for public sector clients, particularly those involving Cisco UCCE and Google CCAI. As a key member of our Contact Center Integration Business Unit, you will 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 guiding clients through the implementation of intelligent, AI-powered contact center solutions. Key Responsibilities 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 a deep understanding of the client's business, including their organizational structure, KPIs, strategies, technical capital, and human capital, financial considerations, etc. Understand 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 5+ years of experience in client success, project management, or technical consulting, preferably in contact center integration. 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. Ability to explain complex technical concepts to non-technical stakeholders. Demonstrated ability working in a teaming/collaborative environment. Must be willing 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 Certifications in project management (PMP, Agile, etc.) or contact center technologies (Cisco, Google, etc.). Experience with cloud-based contact center solutions and migration strategies. Knowledge of IT service management frameworks (ITIL, etc.). Familiarity with data analytics and reporting tools. Experience with CRM software and sales pipeline management. Career Growth 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 a wide range of training and development opportunities, including: Professional certifications and training programs. Mentorship and coaching from experienced leaders. Opportunities for career advancement and role expansion. Access to industry conferences and networking events. A culture of continuous learning and innovation. Work Environment and Company Culture Our team is built on the principles of humility, hunger for knowledge, and smart decision-making. We're a collaborative and dynamic team that values open communication, transparency, and mutual respect. As a Client Success Manager at blithequark, you'll be part of a vibrant and supportive community that encourages creativity, innovation, and growth. We offer a range of benefits, including: Competitive salary and bonus structure. Comprehensive health, dental, and vision insurance. 401(k) matching and retirement planning. Flexible work arrangements and remote work options. Unlimited vacation and paid time off. Opportunities for professional development and growth. 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. As a key member of our team, you'll have the chance to make a real difference in the lives of our clients and their communities. Don't miss out on this opportunity to join a dynamic and growing company that values innovation, collaboration, and customer success. to become a part of the blithequark team and start making a difference today!