IT Business Analyst & Customer Success Manager, (Consultant, Business & Product Delivery)

Job Requirements IT Business Analyst & Customer Success Manager (Consultant, Business & Product Delivery) We are seeking a IT Business Analyst & Customer Success Manager as part of our Consultant, Business & Product Delivery career path to help customers successfully adopt and maximize the value of a large federal agency’s enterprise data modernization initiative. This opportunity supports a cloud-native data platform that delivers platform engineering, cloud infrastructure, data engineering, governance, and AI/ML capabilities to modernize enterprise data services. Rather than supporting a single application, this work builds the shared technology foundation that enables secure, scalable, and data-driven decision-making across the agency. As the primary customer advocate, you’ll partner with stakeholders throughout the customer lifecycle—leading onboarding, training, adoption, and continuous engagement while translating customer feedback into meaningful improvements for both the platform and the overall customer experience. This is a fully remote role.

At Fearless , this Consultant role requires versatility and collaboration across teams and stakeholders to maximize value delivery and adoption. The role ensures alignment of product strategy with client goals, facilitates agile ceremonies and continuous improvement, and provides critical business and functional analysis to deliver high-quality, user-centered solutions. This role will possess and/or develop the skills to be able to span the domains of product management, scrum leadership, and business analyst at a practical application level of proficiency . This Consultant role will work on projects that allow them to support agile software development teams and client organizations.

Your Responsibilities In This Role

• Lead customer lifecycle management activities from intake and onboarding through adoption, ongoing support, and customer success.
• Manage customer relationships and serve as the primary liaison between customer teams and platform engineering and delivery teams.
• Develop and maintain knowledge base articles, FAQs, quick-start guides, job aids, videos, and other training materials to support customer adoption.
• Deliver platform training covering governance, analytics workflows, platform tools, and data best practices tailored to customer needs.
• Conduct surveys, interviews, and feedback sessions to gather customer insights and feed recommendations into intake and product planning.
• Design and maintain dashboards and KPI reporting to track adoption, utilization, satisfaction, training impact, intake cycle times, and operational outcomes.
• Coordinate support activities and change management initiatives to improve customer adoption and platform engagement.
• Facilitate workshops and user feedback sessions to understand customer needs and drive continuous improvement of the customer experience.
• Manage customer interactions, communications, and engagement activities through the organization’s CRM and customer lifecycle management processes.
• Identify opportunities to improve customer onboarding workflows, service delivery processes, and the overall customer experience.
• Analyze customer adoption, utilization, and satisfaction metrics to identify trends and recommend improvements.

Fearless Impact The Impact You Will Create in this Role:

• Collaborates with cross functional teams
• Earn the trust of your customer and teammates by delivering world class services.
• Be reliable completing assigned objectives on time.
• Alert your teammates and supervisor immediately when you think a deliverable is at risk.
• Gather intelligence and listen to what your client, other people within the customer’s organization and other contractors say about your project, and report back to your Fearless teammates and supervisor (whether it’s good, bad or just informational).

Fearless Customer Impact

• Deliver high-value products that align client goals, user needs, and business outcomes through effective product strategy, backlog management, and agile delivery.
• Enable teams to achieve predictable, high-quality results by facilitating collaboration, removing obstacles, and fostering continuous improvement and offering innovative solutions..
• Provide actionable insights and innovative solutions by translating stakeholder requirements into clear priorities, leveraging data, and applying best practices in produ…