Mission Director - Navy
This position offers a base salary of $145,000 - $185,000. (Total on-target earnings of $290,000 to $370,000)
Position Summary
As the Mission Director for the Navy Domain within the Federal Business Unit at Defense Unicorns, you will focus on ensuring customer retention, satisfaction, long-term success, and account expansion. This role emphasizes relationship management, hero happiness, and accelerating time-to-value for mission partners. By proactively addressing customer needs, driving product adoption, and serving as a trusted advisor, you will maintain high retention rates, build advocacy among our heroes, and iteratively grow the Navy domain over time.
Key Responsibilities
1. Customer Retention & Satisfaction
- Build and maintain relationships with mission heroes to ensure satisfaction and alignment with their mission outcomes.
- Maintain a minimum revenue retention rate by addressing customer needs, resolving issues promptly, and ensuring high engagement.
2. Time-to-Value & Adoption
- Ensure a positive onboarding experience and expedited time-to-value for new customers.
- Promote adoption of Defense Unicorns’ products and solutions to meet and exceed mission objectives.
- Facilitate a retrospective once time-to-value is achieved to capture lessons learned and continuously improve the process.
3. Hero (Customer) Advocacy & Health
- Serve as a trusted advisor, advocating for solutions that meet both immediate and long-term goals.
- Maintain a high hero health score by regularly engaging with partners and reinforcing product value.
- Provide regular updates to heroes on feedback progress and new features or benefits delivered through our products.
4. Account Expansion
- Identify expansion opportunities within current hero accounts and maximize contract value; modify existing contracts to capture new scope when necessary.
- Scope contracts to provide the greatest flexibility and allow for expansion, prioritizing licenses whenever possible.
- Identify cross-selling opportunities into adjacent Navy programs and collaborate with the Navy Account Executive.
5. Collaborative Product Development
- Relay customer feedback to the Product team to prioritize relevant features or fixes.
- Advocate for Navy-specific enhancements to improve customer experience and retention.
6. Metrics & Reporting
- Track and report KPIs, including retention rates, hero health scores, time-to-value, and adoption success.
Expectations
- Conduct quarterly business reviews (QBRs) to highlight progress and align on future goals.
- Champion customer needs across internal teams to ensure mission success and continued satisfaction.
- Facilitate and share the results of retrospectives once time-to-value is achieved.
- Balance time-to-value and gross profit margins during the initial contract period, leaning toward time-to-value to ensure stickiness and contract renewal. After initial value is realized, maintain gross profit margins across the Navy domain.