Director of Client Success

Washington DC, DC
Full Time
Senior Manager/Supervisor

Company Description

Dcode was founded on the belief that technology can improve the way our government operates. Through our advisory services, we bring together a community of leaders across tech, government, industry, and venture capital to drive commercial innovation in the federal market.

Job Description

JOB DESCRIPTION

Dcode is looking for a passionate Director of Client Success to oversee our Army account. As Director, you will lead a portfolio of client engagements focused on helping the Army adopt cutting-edge technology and operationalize innovation, enabling them to achieve their mission outcomes faster and more effectively. You will be responsible for overseeing several contracts led by program managers to ensure that Dcode drives client outcomes and helps them achieve their most challenging mission objectives. You’ll build and maintain relationships with senior government leaders and advise them on how to think differently and challenge the status quo. It's fast paced and exciting!

Salary range: $127,000 - $165,000 plus bi-annual bonuses

TS clearance required. Local position to the DMV. 

JOB RESPONSIBILITIES

Client Success

  • Become a trusted advisor and partner for Dcode’s Army clients as they work to bring in and integrate innovative, agile, and cutting-edge technologies into their missions
  • Coach clients to establish clear client outcomes, in line with their mission objectives, and help Dcode program staff coach their clients in the same way, to the same standards. Help them develop a delivery roadmap to achieve client goals 
  • Establish retention goals and milestones, consistently checking in on progress toward goals; and proactively and creatively mitigate any problems that arise 
  • Become deeply familiar with Army mission objectives, organizational structure, policies, and challenges; build relationships with senior client leaders 
  • Anticipate client needs and proactively craft solutions; coach staff to do the same  
  • Provide creative, novel perspectives and approaches to how the government operates in the areas of policy, acquisitions, finance, culture, and processes, in order to drive innovation and agility inside their missions
  • Work closely with Sales to drive client retention, identify opportunities for account expansion, help scope new client engagements, and ensure that the delivery managers are consistently identifying opportunities for growth 
  • Deliver workshops, write assessments and reports, and analyze qualitative and quantitative data to help clients solve their toughest problems
  • Proactively collect feedback from the client, review client concerns, and improve the client experience across the whole Army account

Contract Management

  • Ensure Dcode is compliant with client contracts at all times
  • Continuously monitor risks and propose solutions for fast resolution
  • Assure strong communication plans with clients related to contract status, risks, issues, opportunities, etc.are implemented
  • Monitor contract spending, deliverables, and burn rates; work closely with leadership and operations to ensure timely invoicing and contracting actions
  • Manage resourcing to ensure target profitability and client outcomes are met

Qualifications

KEY SKILLS

You’ll learn something new every day in this role. We’ll teach you the ropes but ideal candidates will have:

  • 10+ years of relevant work experience
  • Prior experience leading and retaining work for Army clients 
  • Understanding and comfort with agile (not waterfall) project management
  • Strong people management skills
  • A keen ability to listen to clients and discern needs
  • Strong understanding of contracting; preference given to experience working on or managing IDIQs and associated task orders
  • Strong subject matter expertise in one or more of the following areas: government finance and budgeting, processes re-engineering, and/or government culture-change
  • The ability to work without being closely managed and the ability to continuously WOW
  • Strong executive presence
  • Ability to challenge client mindsets and offer alternative ways of approaching work 
  • Proven problem-solving, self-management, and organizational skills
  • Strong written and verbal communication skills
  • Interest and knowledge in technology innovation trends and current events
  • A desire and ability to work in an environment that is collaborative, curious, fast, challenging, results-driven, and fun!

Additional Information

You’ll love it here if:

  • You like environments that are: 
    • Fast-paced and exciting
    • Diverse and inclusive 
    • Energetic and fun
    • Transparent and supportive
    • Mission-driven and collaborative
  • You have a passion for making clients love you 
  • You leave no stone unturned and are super organized
  • You can make a mistake, own fixing it and won’t let it happen again
  • You don’t have to have all of the answers to get started
  • You can take feedback as well as give it
  • You can get stuff done even when it seems impossible to others
  • You can see what needs to be done and get it done

We look for resilient hustlers: 

Our CEO busted her face on the balance beam in college and got back up… our CRO has knocked on a thousand doors… rejected 999 times and kept on knocking. What is your story? 

Equal Opportunity Statement

We provide equal opportunity to all persons without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. All your information will be kept confidential according to EEO guidelines.

We believe diversity is a strength and aim to build an equitable, innovative and welcoming culture where people from all backgrounds feel safe, respected, and included. We believe that true innovation happens when everyone has the tools, resources, and opportunities to excel.


 
Share

Apply for this position

Required*
Apply with Indeed
We've received your resume. Click here to update it.
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*