ABOUT THE ROLE:

The Operations - Customer Implementation Manager is the primary owner of the end-to-end customer lifecycle at Nooks. This role serves as the primary interface for client organizations, leading them through the transition from initial onboarding to steady-state operations. You will ensure that facility readiness, technical requirements, and security compliance are fully integrated and aligned with specific mission objectives.

As a key representative of the Nooks Operations team, you will support outreach, briefings, and on-site engagements to communicate operational capabilities and value. This position requires a cross-functional approach, blending project management, customer success, and secure facility operations. Success requires comprehensive oversight of active contracts and their respective milestones. You will manage complex onboarding logistics, serve as the definitive escalation point for operational issues, and ensure internal workflows support client requirements.

Additionally, you will oversee critical facility operations and FSO-adjacent operations, including visitor access coordination, secure tour management, and classified logistics, ensuring every engagement meets Nooks' high standards of trust, professionalism, security, and hospitable white-glove service.

KEY RESPONSIBILITIES:

• Act as the primary point of contact for customer accounts, ensuring clarity, coordination, and proactive communication throughout the customer journey.
• Maintain absolute visibility into the status of every contract and milestone, assisting in the monitoring and completion of security and process requirements prior to client onboarding.
• Support on-site engagements and facility tours, representing Nooks’ mission and offerings with professionalism and fluency.
• Maintain accurate, up-to-date records in Hubspot, ensuring clean data and full visibility into account status and customer communication.
• Identify and resolve customer issues with a solutions-first mindset; escalate strategically and follow up thoroughly.
• Translate complex client requirements into actionable internal workflows, orchestrating collaboration across security, operations, and IT teams to meet the needs of the mission.
• Contribute to sales efforts by clearly communicating service value, understanding customer needs, and supporting proposal development and renewals.
• Act as a backstop to leadership by tracking deliverables, surfacing risks, and ensuring operational follow-through on customer commitments.
• Serve as the central communication point for both external client needs and internal departmental requirements, acting as the definitive escalation point for all operational issues.

THE SKILLSET:

• 8+ years of experience with a combination of full-cycle customer success, account management, and/or sales support roles, ideally within the national security space. 
• Excellent interpersonal skills with the ability to build trust with both technical and non-technical stakeholders.
• Highly organized with a proactive mindset and the ability to manage multiple customer relationships in a fast-paced, evolving environment.
• Able to navigate ambiguity with a bias towards action/taking a proactive approach.
• Experience supporting government or defense-related customers and comfort working in classified, security-forward settings. 
• Established professional network within DoW and Intelligence Communities (preferred).
• Experience in business development/sales (preferred).
• Active Top-Secret clearance (preferred).