Mission Engagement Associate (Customer Success)
About The Position
What You’ll Do Support customer engagement and operational adoption of deployed Torch.AI capabilities across mission environments. Assist in coordinating delivery execution to ensure mission success, user adoption, and sustained operational trust. Track customer outcomes, usage patterns, and mission feedback to identify improvement opportunities. Document and communicate customer insights to product and engineering teams to inform roadmap priorities. Coordinate issue resolution and escalation between customer stakeholders and internal engineering teams. Support onboarding, training sessions, and rollout of new platform capabilities. Maintain customer engagement plans, deployment readiness checklists, and mission success metrics. Help prepare customer-facing materials including status updates, adoption reports, and executive summaries. Monitor risks to delivery, user adoption, or operational continuity and escalate appropriately. Support renewal and expansion efforts by helping demonstrate measurable mission impact and value realization. Contribute to post-deployment reviews and continuous improvement initiatives.
Requirements
- B.S. in Business, Engineering, Computer Science, or related field.
- 1–4 years of experience in customer success, program coordination, mission support, or operational delivery roles.
- Strong written and verbal communication skills.
- Ability to manage multiple stakeholders and coordinate across cross-functional teams.
- Experience tracking metrics, documenting outcomes, and organizing structured follow-up actions.
- Ability to translate mission or user feedback into clear internal action items.
- Strong organizational discipline and attention to detail.
- Comfort operating in structured, compliance-driven, or secure environments.
- Ability to manage competing priorities in high-tempo operational settings.
Nice To Haves
- Experience supporting DoD, Intelligence Community, or other mission-focused government customers.
- Familiarity with AI-enabled systems, data platforms, analytics workflows, or enterprise software deployments.
- Experience supporting deployments across multiple security domains.
- Exposure to change management, user adoption strategies, or training coordination.
- Experience working with Jira, Confluence, or CRM/customer tracking systems.
- Active Secret or Top Secret clearance.
Responsibilities
- Support customer engagement and operational adoption of deployed Torch.AI capabilities across mission environments.
- Assist in coordinating delivery execution to ensure mission success, user adoption, and sustained operational trust.
- Track customer outcomes, usage patterns, and mission feedback to identify improvement opportunities.
- Document and communicate customer insights to product and engineering teams to inform roadmap priorities.
- Coordinate issue resolution and escalation between customer stakeholders and internal engineering teams.
- Support onboarding, training sessions, and rollout of new platform capabilities.
- Maintain customer engagement plans, deployment readiness checklists, and mission success metrics.
- Help prepare customer-facing materials including status updates, adoption reports, and executive summaries.
- Monitor risks to delivery, user adoption, or operational continuity and escalate appropriately.
- Support renewal and expansion efforts by helping demonstrate measurable mission impact and value realization.
- Contribute to post-deployment reviews and continuous improvement initiatives.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
