Operations-Customer Implementation Manager

Operations-Customer Implementation Manager

ABOUT NOOKS

Nooks is pioneering Classified Infrastructure-as-a-Service (CIaaS) to provide government and industry partners with fast, secure access to classified infrastructure. We are building a nationwide network of accredited classified spaces and systems, ensuring that the best technologies support our nation’s warfighters. We value innovation, collaboration, and a service-first mindset.

The Operations - Customer Implementation Manager is the primary owner of the end-to-end customer lifecycle  will lead client onboarding through steady-state operations, ensuring facility readiness, technical requirements, and security compliance align with mission objectives. As a key representative of the Operations team, you will support outreach, briefings, and on-site engagements to communicate operational capabilities and value. This role blends project management, customer success, and secure facility operations, and requires oversight of active contracts and milestones.

You will manage onboarding logistics, serve as the escalation point for operational issues, and ensure internal workflows support client requirements. You will oversee critical facility operations and FSO-adjacent activities, including visitor access coordination, secure tour management, and classified logistics, upholding high standards of trust, professionalism, security, and hospitable service.

• Act as the primary point of contact for customer accounts, ensuring clarity, coordination, and proactive communication throughout the customer journey.
• Maintain visibility into contract milestones and assist in meeting security and process requirements prior to onboarding.
• Support on-site engagements and facility tours, representing Nooks’ mission and offerings with professionalism.
• Maintain accurate records in Hubspot, ensuring data quality and visibility into account status and communications.
• Identify and resolve customer issues with a solutions-first mindset; escalate strategically and follow up thoroughly.
• Translate complex client requirements into actionable internal workflows, coordinating with security, operations, and IT teams to meet mission needs.
• Contribute to sales efforts by communicating service value, understanding customer needs, and supporting proposals and renewals.
• Track deliverables, surface risks, and ensure operational follow-through on customer commitments.
• Serve as a central communication point for external client needs and internal departmental requirements, including escalation of operational issues.

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

Salary Range: $100,000 - $120,000 USD

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