Mission Director – Navy
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Job Description
Mission Director retaining and expanding Navy accounts for Defense Unicorns, which delivers secure continuous software integration and delivery solutions. Driving adoption, customer advocacy, and mission value.
Responsibilities:
- Build and maintain relationships with mission heroes to ensure satisfaction and alignment with mission outcomes
- Maintain minimum revenue retention by addressing customer needs, resolving issues, and ensuring engagement
- Ensure positive onboarding and expedited time-to-value for new customers
- Promote adoption of Defense Unicorns’ products and solutions
- Facilitate retrospectives after time-to-value is achieved and share lessons learned
- Serve as a trusted advisor and advocate for solutions meeting immediate and long-term goals
- Maintain hero health scores through regular partner engagement and reinforcement of product value
- Provide heroes with updates on feedback progress and new product features or benefits
- Identify expansion opportunities and maximize contract value, modifying contracts when necessary
- Scope flexible contracts that enable expansion, prioritizing licenses where possible
- Identify cross-selling opportunities into adjacent Navy programs and collaborate with the Navy Account Executive
- Relay customer feedback to the Product team and advocate for Navy-specific enhancements
- Track and report KPIs including retention, hero health, time-to-value, and adoption success
- Conduct quarterly business reviews and align with customers on future goals
- Champion customer needs across internal teams to support mission success and satisfaction
- Balance time-to-value and gross profit margins during initial contracts, then maintain margins across the Navy domain
Requirements:
- Experience or qualifications relevant to customer retention, satisfaction, account expansion, and relationship management
- Ability to address customer needs and resolve issues promptly
- Ability to ensure positive onboarding and expedited time-to-value
- Ability to promote adoption of products and solutions
- Ability to serve as a trusted advisor and advocate for customer solutions
- Ability to identify account expansion and cross-selling opportunities
- Ability to collaborate with Product and Navy Account Executive teams
- Ability to track and report KPIs, including retention rates, hero health scores, time-to-value, and adoption success
- Ability to conduct quarterly business reviews (QBRs)
- Ability to balance time-to-value and gross profit margins
- Enthusiasm for the role; applicants are encouraged to apply even if they do not match every preferred criterion
Benefits:
- Medical/Dental/Vision
- Premiums are 100% Company Paid
- Health Savings Account
- Life Insurance
- Disability Insurance
- 401k Retirement Plan
- Company Stock Options
- Home Office Budget
- Flexible Time Off (FTO)
- Federal Holidays
- One week for Thanksgiving
- Two weeks for Christmas and New Year’s
- Paid Parental Leave
- Reimbursement for approved trainings/subscriptions
- Conferences (travel, lodging, and fees)
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