Title:  Senior Manager, Client Services Management

Job Title: Senior Manager, Client Services Management
Job Code: 38709
Job Location: Washington DC
Job Schedule: 9/80: Employees work 9 out of every 14 days – totaling 80 hours worked, and have every other Friday off

Job Description:

Working at Trenchant means working alongside the best security researchers and product engineers from across the security research and intelligence communities. You will be engaged on the most challenging problems in the toughest environments and delivering solutions supporting the cutting edge of cyber security research. The primary work location is downtown Washington, DC adjacent to Metro Center. Infrequent travel to our Ottawa, London and Sydney offices in support of technical exchanges is highly encouraged. We require team members with an eye for security, to serve as key contributors on the Global Engineering Support team. The candidate must possess first-class System Engineering, Networking, and infosec skills and an eye for organization.

Trenchant is an elite global team of engineers and security researchers charged with building world-class computer security products. Trenchant’s expertise is the by-product of the L3Harris acquisition of two highly-regarded information security businesses – Azimuth Security and Linchpin Labs. United under Trenchant, we are a key component of L3Harris’ Cyber Division. We are a trusted, discrete partner furnishing security products, consultancy, training and integration services to allied security, defense, and law enforcement agencies.

The Global Customer Engagement Leader is responsible for developing and executing strategic plans across global markets to achieve business goals and strengthen customer partnerships. This role owns the performance, alignment, and scalability of the customer engagement function, ensuring customer needs are represented in strategic planning, product direction, and operational execution. The ideal candidate is a strong people leader with experience managing global customer relationships, driving cross-functional collaboration, and improving customer satisfaction, retention, and growth.

Essential Functions:

• In line with corporate direction, execute strategic plans across global markets to meet Trenchant goals.
• Develop deep and professional relationships with customers across all regions, with emphasis on strategic accounts.
• Establish networks with appropriate customer leadership at the executive level globally.
• Represent customer voice as a key stakeholder in strategic business decisions and product roadmap planning.
• Lead frequent collaboration with senior management, Product Delivery, and Engineering teams to ensure organizational alignment with customer requirements and market needs.
• Oversee technical escalations and ensure delivery of expert product support, with focus on enabling customer outcomes and driving adoption.
• Build and mentor a geographically distributed team of customer engagement professionals.
• Define and track key performance metrics for customer satisfaction, retention, and expansion.
• Drive cross-functional initiatives to improve customer experience and operational efficiency at scale.
• Ability to obtain and maintain security clearance.
  
  

Qualifications:

• Bachelor’s Degree with a minimum of 12 years of prior related experience. Graduate Degree with a minimum of 10 years of prior related experience. In lieu of a degree, minimum of 16 years of prior related experience.

Preferred Experience:

• 8+ years of experience in customer engagement, customer success, account management, business operations, or a related function.
• 3+ years of leadership experience managing teams, including geographically distributed or global teams.
• Demonstrated ability to develop and execute strategic initiatives aligned with corporate objectives.
• Experience managing senior-level customer relationships, including strategic and executive-level stakeholders.
• Strong cross-functional collaboration skills with the ability to work effectively across leadership, product, delivery, engineering, and support teams.
• Experience handling customer escalations and driving issue resolution in a complex business or technical environment.
• Strong analytical skills with experience defining, monitoring, and acting on key performance metrics.
• Ability to travel as needed to support customers, teams, and business objectives.
• Experience leading a global customer engagement, customer success, or strategic accounts function.
• Background working with enterprise or strategic customers across multiple regions.
• Experience influencing product roadmap decisions based on customer feedback, market trends, and business priorities.
• Familiarity with technical product support models and customer adoption strategies.
• Experience driving customer retention, expansion, and satisfaction initiatives at scale.
• Demonstrated success leading organizational or operational improvement initiatives across multiple functions.
• Experience in a high-growth, matrixed, or globally distributed organization.
• Master’s degree in Business or a related field.
  
  

In compliance with pay transparency requirements in Washington DC, the salary range for this role is $133,000 - $247,000. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. L3Harris also offers a variety of benefits, including health and disability insurance, 401(k) match, flexible spending accounts, EAP, education assistance, parental leave, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, schedule type, and the applicability of collective bargaining agreements. 

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