● Own the end-to-end customer onboarding lifecycle for Federal customers, from professional services kickoff through production go-live and transition to steady-state operations.
● Lead FedRAMP-aligned onboarding engagements, ensuring customer environments meet security, compliance, monitoring, incident response, and operational readiness requirements.
● Serve as the primary coordinator across Engineering, SRE, NOC, SOC, Security, and Compliance teams during customer onboarding.
● Drive onboarding meeting cadence with a clear, compliance-aware agenda—ensuring alignment, decision-making, and accountability.
● Manage detailed, multi-workstream project plans covering security controls, system integrations, access models, logging, monitoring, alerting, and incident response readiness.
● Proactively identify risks related to FedRAMP controls, operational gaps, or service readiness, escalating issues and driving mitigation plans.
● Act as a trusted technical and operational advisor to customers, helping them understand Knox’s Federal operating model, shared responsibility boundaries, and production expectations.
● Coordinate external stakeholders for technical deep dives, runbook reviews, security workflows, and go-live readiness assessments.
● Ensure all onboarding artifacts are complete and auditable, including documentation, meeting notes, action logs, and operational handoff materials.
● Ensure customer environments are fully integrated into Knox’s SRE, NOC, and SOC workflows, including monitoring, alerting, escalation, and incident response.
● Validate that customers understand and align with operational SLAs, incident management processes, and change management expectations.
● Support smooth transitions from onboarding to steady-state operations, ensuring no loss of context or accountability between teams.
● Serve as the connective tissue between implementation, operations, and customer success.