Customer Success Representative (Government Services)

Description

Leesburg, VA - Hybrid

Department: Operations

Reports to: VP of Operations

About the Role

Vertosoft is seeking an experienced Customer Success Representative to join our Operations team, with a focus on supporting Vertosoft’s government services business.

This role independently supports the post-award administration and delivery of government services contracts while managing complex customer relationship and operations. The Customer Success Representative coordinates contract requirements, deliverables, periods of performance, modifications, billing documentation, renewals, and customer support to help ensure services are delivered accurately, on time, and in compliance with contractual requirements.

The role works closely with government customers, Sales, Contracts, Finance, service-delivery teams, and technology partners. The ideal candidate has direct experience supporting government services contracts and can effectively manage multiple stakeholders, deadlines, and contractual requirements.

What You’ll Do

• Support government services contracts from award and kickoff through performance, deliverables, and closeout.
• Review contracts, task orders, statements of work, modifications, and related documentation to understand deliverables, funding, periods of performance, reporting requirements, and customer expectations.
• Coordinate with Contracts, Finance, Sales, service-delivery teams, vendors, and government customers to support contract execution.
• Track contract milestones, deliverables, reporting deadlines, renewals, funding requirements, and periods of performance.
• Maintain complete, accurate, and audit-ready contract files, customer records, and supporting documentation.
• Assist with contract modifications, extensions, renewals, customer requests, and changes to service requirements.
• Coordinate invoicing readiness for government services orders by validating billing schedules, contract terms, periods of performance, deliverables, acceptance documentation, service documentation, and other required billing support.
• Monitor contract performance and proactively identify missing information, delivery risks, funding concerns, or compliance issues.
• Independently manage complex order-processing activities from intake through completion.
• Review and validate high-value and multi-vendor transactions for accuracy, completeness, and compliance.
• Ensure customer awards align with Vertosoft quotes, contract vehicles, supplier requirements, licensing terms, and statements of work.
• Validate purchase orders and task orders against approved quotes, contracts, and supplier documentation.
• Support entitlement provisioning, software access, license activation, and related customer needs when included within the contract.
• Troubleshoot contract, order, entitlement, or service-delivery issues and maintain ownership through resolution.
• Manage renewal preparation and order execution for assigned accounts within contractual timelines.
• Maintain accurate customer, contract, and transaction records in CRM and internal systems.
• Identify process improvements and provide guidance or informal mentorship to junior team members.
• Perform other duties as assigned.

How Success Is Measured

• Accurate and timely administration of government services contracts, orders, and renewals.
• Contract milestones, deliverables, reporting requirements, and periods of performance are tracked and completed on time.
• Contract and customer records are complete, accurate, and audit-ready.
• Billing and supporting documentation align with contract requirements.
• Customer and service-delivery issues are addressed promptly and professionally.
• Risks involving funding, compliance, deliverables, or contract performance are identified and escalated appropriately.
• Strong coordination with government customers, Sales, Contracts, Finance, Operations, service-delivery teams, and vendor partners.
• Contributions to operational efficiency, process improvement, and team knowledge sharing.

What We’re Looking For

Required Qualifications

• Bachelor’s degree in Business, Operations, Public Administration, Contract Management, or a related field, or equivalent relevant experience.
• Two to four years of experience in government services and contracts administration, sales operations, order management, or a related role.
• Direct professional experience supporting government services contracts is required.
• Experience reviewing or working with government contracts, task orders, statements of work, modifications, deliverables, periods of performance, and reporting requirements.
• Experience supporting government or public-sector customers and coordinating across contract, finance, operational, and service-delivery teams.
• Experience using CRM, contract-management, or order-management systems.
• Proficiency in Microsoft Office, including Excel, Outlook, and Word.
• Strong communication, organizational, analytical, and problem-solving skills with high attention to detail.
• Ability to manage multiple contracts, deadlines, stakeholders, and customer priorities simultaneously.

Preferred Qualifications

• Experience supporting federal, state, local, or cooperative government contracts.
• Experience with a government technology reseller, distributor, software vendor, professional-services provider, or similar public-sector organization.
• Familiarity with government acquisition processes, contract vehicles, purchase orders, task orders, software licensing, renewals, invoicing, and entitlement management.
• Experience maintaining audit-ready contract documentation and supporting contract reporting or compliance reviews.
• Experience managing complex, high-value, or multi-vendor customer transactions.

Compensation & Benefits

• Compensation range based on total on-target earnings (OTE): $60,000-$90,000.
• Total on-target earnings include base salary plus target bonus and/or commission, as applicable to the position.
• Competitive base salary commensurate with experience.
• Comprehensive benefits package, including medical, dental, and vision coverage.
• 401(k) with company match.
• Paid Time Off and Company-observed federal holidays.
• Hybrid work schedule based in Leesburg, Virginia.
• Career development, certification, and growth opportunities.

About Vertosoft

Vertosoft is a small business focused on accelerating the adoption of technology in government. With deep expertise across the government acquisition lifecycle, Vertosoft simplifies how public-sector customers access innovative solutions. We combine the agility of a small business with the reach and professionalism of a large organization, providing ethical, reliable, and results-driven service.

At Vertosoft, we value hard work, adaptability, and balance. Our culture encourages excellence and teamwork while supporting employee well-being through a flexible, collaborative work environment.

Vertosoft is an Equal Employment Opportunity Employer. All qualified applicants will be considered without regard to any characteristic protected by applicable law.