Customer Solutions Manager – EBA (Experience-Based Acceleration)

Rockville, MD
Full Time
Experienced

Customer Solutions Manager – EBA (Experience-Based Acceleration) 

Location: Rockville, MD 

Customer Focus: U.S. Federal Government 

About the Role 

As a Customer Solutions Manager (CSM) for Experience-Based Acceleration (EBA) at Essential Software, Inc., you will be responsible for driving transformative outcomes for U.S. Federal Government customers by helping them accelerate their cloud adoption journey and unlock measurable business value. You will leverage the EBA methodology — a proven, scalable framework for large-scale digital transformation — to guide agencies in building cloud foundations, modernizing operations, and innovating for ESI customers. 

In this pivotal role, you will work cross-functionally across technology, operations, and leadership teams to help customers achieve success through cloud adoption, modernization, and GenAI/ML innovation. Your ability to combine technical acumen, strategic business thinking, and program management expertise will enable you to lead customers through complex transformation initiatives while ensuring alignment with ESI’s innovation principles. 

Key Responsibilities 

  • Lead EBA Engagements: Plan, orchestrate, and deliver EBA engagements that help Federal customers adopt and scale cloud solutions efficiently. 

  • Customer Strategy & Success: Collaborate with senior stakeholders to define cloud strategies, prioritize use cases, and establish measurable business outcomes. 

  • Accelerate Cloud Adoption: Guide customers through migration, modernization, and innovation phases, leveraging ESI best practices. 

  • Program Governance: Establish and maintain programmatic governance, success criteria, and reporting metrics across multiple teams and stakeholders. 

  • Cross-Functional Leadership: Coordinate with sales, solution architects, program managers, partners, and support teams to deliver integrated, high-impact solutions. 

  • Change Management: Incorporate organizational change management and communication strategies to ensure sustainable transformation. 

  • Field Enablement & Evangelism: Develop and share best practices, frameworks, and success stories to drive consistency and scale across engagements. 

  • Thought Leadership: Represent ESI in discussions with internal and external stakeholders, articulating the value of cloud transformation in mission outcomes. 

  • Continuous Improvement: Gather insights and metrics from engagements to evolve and optimize EBA methodologies and delivery. 

Basic Qualifications 

  • Bachelor’s degree in Computer Science, Engineering, Data Analytics, Machine Learning or a related field, from an accredited university. 

  • AWS Certified Solutions Architect (Associate or Professional). 

  • 7+ years of experience leading large-scale technical, cloud, or digital transformation programs. 

  • 5+ years of experience in IT implementation, consulting, or program management, preferably in the public sector or Federal Government. 

  • Proven experience engaging with executive-level stakeholders to design and execute enterprise-level technology strategies. 

  • Excellent communication, leadership, and presentation skills with the ability to influence diverse teams. 

Preferred Qualifications 

  • Master’s degree (MBA or technical field). 

  • AWS Certified Generative AI Developer - Professional 

  • Experience working with Federal agencies or public sector organizations. 

  • Demonstrated success in program governance, metrics reporting, and executive communication. 

  • Experience in managing modernization, migration, or GenAI initiatives. 

  • Familiarity with Federal compliance and security frameworks (FedRAMP, FISMA, etc.). 
     

Salary Range: $162,000 to $184,000 (based on experience and qualifications)
 

Why ESI 

At ESI, we are passionate about enabling our customers to achieve mission success through innovation. As part of the EBA practice, you’ll have the opportunity to influence strategic transformation efforts across multiple Federal agencies. We value diverse experiences, inclusive teamwork, and continuous learning. You’ll join a collaborative environment where you can drive meaningful change, grow your career, and make a tangible impact on public service. 

Work Environment 

  • Location: Rockville, MD (Hybrid work flexibility available) 

  • Travel: Up to 25% to customer or partner sites across the U.S. 

  • Work Authorization: Must be authorized to work in the United States. This position is not available for visa sponsorship. 

Essential Software, Inc. is an Equal Opportunity Employer. 

Essential Software Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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