Title:  Deputy Customer Success Manager, Program Digital Cockpit

Job Title: Deputy Customer Success Manager, Program Digital Cockpit

Job Code: 42504

Job Location: (On Site) Melbourne, FL

Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked – and have every other Friday off 

Job Description: 

The Deputy Customer Success Manager, Program Digital Cockpit is responsible for driving successful adoption, value realization, and long-term internal customer engagement for the L3Harris Program Digital Cockpit (PDC), the new L3Harris enterprise integrated program management platform. This role focuses on ensuring program teams and business stakeholders are effectively onboarded, supported, and enabled to use the platform across multiple phases of the program lifecycle in accordance with business case objectives.

Acting as a trusted partner to internal customers, this role blends customer success, enterprise platform enablement, change management, and cross-functional coordination to improve user experience, strengthen adoption, and promote standardized digital program management practices across the enterprise.

The role operates at the intersection of program management, IT, and business operations, working closely with program teams, engineering, finance, supply chain, and digital/IT partners to ensure customers achieve sustained success with the Program Digital Cockpit.

Essential Functions:

• Provide direct support to the PDC Customer Success Manager in interfacing with internal customers using the Program Digital Cockpit to establish and strengthen relationships while ensuring a positive user experience.
• Lead customer onboarding activities for new programs, including adoption planning, stakeholder alignment, readiness assessments, and launch support.
• Drive platform adoption and customer satisfaction by understanding user needs, identifying barriers, and developing strategies to improve engagement and utilization.
• Partner with program teams, digital/IT organizations, business stakeholders, and external partners/vendors to align customer requirements with platform capabilities and deployment plans.
• Develop customer success plans tailored to different program types and lifecycle phases, including development, production, and sustainment.
• Deliver training, enablement sessions, user guidance, and communications to support users, administrators, and functional stakeholders.
• Monitor customer health indicators such as usage, adoption trends, support issues, and data quality to identify risks and proactively address gaps.
• Gather customer feedback and translate insights into recommendations for product enhancements, process improvements, and future releases.
• Coordinate cross-functional teams to resolve customer issues, remove adoption obstacles, and improve the overall customer experience.
• Communicate adoption progress, customer feedback, risks, and success outcomes to leadership and stakeholder groups, including executive audiences.
• Support change management initiatives to help customers transition to standardized digital program management practices.
• Promote continuous improvement by identifying opportunities to enhance onboarding, support models, training materials, and customer engagement strategies.
• Partner with development team to build feature and functionality backlog based on insights gained from engaging directly with program customers.

Qualifications:

• Bachelor’s Degree and minimum 6 years of prior relevant experience. Graduate Degree and a minimum of 4 years of prior related experience. In lieu of a degree, minimum of 10 years of prior related experience.

Preferred Additional Skills:

• Experience in customer success, account management, program management, or enterprise application support within a complex product development or defense environment.
• Experience driving adoption, engagement, and value realization for enterprise software platforms.
• Strong understanding of change management, user enablement, and customer onboarding practices.
• Familiarity with project management methodologies such as Agile, Scrum, and Waterfall.
• Hands-on experience with enterprise software platforms such as ERP, MRP, CRM, PLM, or similar systems.
• Strong analytical and problem-solving skills, including the ability to identify adoption risks and develop mitigation strategies.
• Proven ability to communicate effectively with technical and non-technical stakeholders.
• Experience developing and delivering training, support resources, and user communications.
• Strong presentation and relationship management skills, with the ability to explain technical concepts clearly and effectively.
• Experience supporting defense programs or working in highly matrixed, regulated environments.
• Familiarity with program performance metrics, Earned Value Management, program controls, or related operational measures.
• Experience supporting digital transformation initiatives in program management, operations, or enterprise platforms.
• Demonstrated ability to capture customer feedback and influence continuous improvement of tools, processes, and user experience.

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