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Customer Success Manager - Federal

Forward Networks | Washington DC 20019 USA | Full Time | Posted: 05/07/2019

Job Descriptiontop

Forward Networks is revolutionizing the way large networks are managed. Forward's advanced software delivers a "digital twin" of the network, enabling network operators to verify intent, predict network behavior, avoid outages, and simplify network management.

Results? More reliable networks, reduced outages, and reduced business risk.

Headquartered in Palo Alto, CA, and named a Gartner "Cool Vendor in Enterprise Networking" in 2018, Forward Networks was founded by 4 Stanford PhD graduates who were pioneers in software-defined networking (SDN). Investors include Andreessen Horowitz and DFJ.

As a Customer Success Manager for our federal government agencies, you will be responsible for providing world class post-sales technical leadership to our client base.


  • Provide advice and guidance as the Forward Networks subject matter expert to ensure successful ongoing usage and adoption of our technologies
  • Take ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
  • Work directly with our internal Product Management, Engineering, Sales and Marketing teams to share your knowledge and experiences to ultimately improve our business and our
  • customer's success.
  • Walk customers through the various stages of adoption with Forward Networks Platform
  • Undertake discovery and education activities to identify additional opportunities for Forward Networks usage across organizational functions and processes
  • Help to document best practices in developing and using Forward Networks Platform
  • Build customer project plans and processes for scalable and repeatable on-board experiences
  • Develop metrics and reporting to understand key customer needs and trends. Create deliverables outlining data driven metrics showcasing customer value
  • Must be able to communicate business and technical value to all levels of management
  • Expect some travel to customer locations (<25%)

Job Requirementstop


  • 1 Position requires an active TS/SCI clearance with FSP
  • 1 Position requires an active TS/SCI clearance
  • B.S. Computer Science or equivalent educational experience
  • 5+ years of experience in a post-sales engineer rolefor a networking company, relevant software vendor, or as a network engineer for a large enterprise, service provider or Governmental
  • agencies
  • Strong understanding of Networking and Security fundamentals
  • Experience in working with multiple Network vendors (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks etc.)
  • Strong cross-platform technical background including virtualization platforms, cloud technologies (AWS, Azure, etc.), network monitoring and other operational tools and practices
  • Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques; Superior presentation skills
  • Excellent analytical & problem solving skills, combined with the ability to provide quick resolution to problems
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast paced environment

Highly Desired:

  • One or more of the following certificates: CCIE, JNCIE or VCDX
  • Experience in working for a startup company
  • Prior experience working with Governmental (Federal or State) agencies
  • Working knowledge of API driven workflows and scripting languages (Python, bash, jq, graphql, etc)
  • Linux jockey, approaching rockstar status

Job Detailstop

Location Washington, DC, 20019, United States
Categories Computer Software, Customer Service & Help Desk, Sales, BD & Marketing
Ctznship Statuses Eligible to work in USA
Sec Clearances Top Secret/SCI with Full-scope Polygraph, Top Secret/SCI

Location Maptop

Contact Informationtop

Contact Name Steve PaCE
How to apply A resume is required to apply to this job. Applications are sent to employer via email. Click on the link below and follow instructions.
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Job Code FED CS