Manager, Customer Success

Company

Federal Reserve Bank of San Francisco

We are the Federal Reserve Bank of San Francisco-public servants with a mission to advance the nation's monetary, financial, and payment systems to build a stronger economy for all Americans.

We are a community-engaged bank, and are committed to understanding and serving the vibrant, expansive communities of the Twelfth District.

We respect people for what they do and for who they are. We build opportunities to learn and grow. We empower our people to balance their life and work responsibilities.

That's why we offer a flexible hybrid work model that allows you to collaborate with office colleagues on some days, and work from home on others.

As a part of the National Integration Services (NIS) dynamic application integration team! If you have a passion for building the Bank of tomorrow by leading a team of people responsible for helping drive business value through integration platform onboarding, then this role is for you.

NIS is responsible for a large portfolio of both established and emerging data / application integration products architected to support the mission-critical systems that drive the Federal Reserve.

If you are looking for groundbreaking and impactful work where you can develop your career by building out and managing a new customer success function, we could be the right place for you to make your mark.

We are looking for a Manager of Customer Success to join our team. To be successful in this role, you must be an organized self-starter with stellar leadership and communication skills who can drive teams to effectively build relationships and foster collaboration between business partners and product teams.

Essential Responsibilities :

• Responsible for the Customer Success and Enterprise Onboarding functions and building the strategy, maturity, and training for the customer success team to support those functions
• Work with customers, stakeholders, and co-delivery partners to determine what changes are needed to improve business value, customer onboarding experience, and overall onboarding / customer success strategies
• Drive Customer Engagement management from concept through delivery, including generating internal alignment to optimize the customer experience while mitigating dependencies and risks
• Coordinate between other managers and leadership to communicate process and pipeline of customer engagements
• Develop effective relationships with business areas and the supporting business dedicated groups that liaison for them
• Serve as strategic business partner to optimize cohesive organizational effectiveness and jointly determine strategic direction, working hand-in-hand with the cross-product integration architect
• Act as the point of contact for all NIS customer onboarding escalation and coordination for customer engagement
• Oversee improvement of processes that impact customer satisfaction and relationships
• Lead a team that functions as the strategic interface between the integration product teams and business partners to stimulate, surface, and shape business demand and ensure that the potential business value from those assets and capabilities is captured, realized, optimized, and recognized
• Lead a team with customers and stakeholders to create and maintain customer roadmaps in alignment with enterprise scaled agile release trains
• Lead a team that identifies and socializes potential product enhancements based on business strategy and objectives, frequency of occurrence, operational impact, etc.
• Guides customer success team members as they work with Product Managers and development teams to determine appropriate Planning Increment cycles to deliver functionality and to coordinate depending on priority
• Provide feedback, support and coaching in all aspects to the members the customer success team
• Support succession planning within the Customer Success team, including identification, assessment, development planning, and mentoring

Qualifications :

• Bachelor's degree in computer science, Management Information Systems, Computer Engineering, or related field or equivalent work experience
• Experience requires 7 or more years of relevant IT / functional work experience with expert knowledge of facilitating the implementation of business initiatives and products aligned to strategic organizational objectives
• Demonstrated experience of 3+ years managing / leading teams in the areas of customer success, customer engagement and strategy development, and business development.
• Ability to coordinate and drive outcomes with diverse groups of business line customers, product managers, product owners, and subject matter experts
• Proven ability to build customer roadmaps for enterprise class products and experience communicating how product capabilities align to and drive business outcomes
• Strong experience with researching and understanding emerging technologies and their effect on products, specifically related to integration products such as API, Service Bus, File and Messaging using Cloud technologies
• Strong experience in an environment of internal consulting for business line customers to help them understand their business needs and the best fit for their applications or products
• Experience navigating and resolving complex customer use case fit, scheduling, and prioritization challenges
• Must be a U.S Citizen or a Green Card holder with intent to become a U.S Citizen

Desired Skills :

• Certified Customer Success Manager (CCSM), Certified Client Relationship Manager (CCRM), Customer Business Relationship Management Professional (BRMP) or equivalent experience
• Certified Scrum Master (CSM), Certified Scrum Product Owner (CSPO), Certified SAFE Agile Coach, PMI-Agile Certified Practitioner (PMI-ACP) or equivalent experience

Base Salary Range : Min : $143,000- Mid : $185,800- Max : $228,600 (Location : San Francisco)

Final salary and offer will be determined by the applicant's background, experience, skills, internal equity, and alignment with market data.

We offer a wonderful benefits package including : Medical, Dental, Vision, Pre-tax Flexible Spending Account, Backup Child Care Program, Pretax Day Care Flexible Spending Account, Vacation Days, Sick Days, Paid Holidays, Pet Insurance, Matching 401(k), and a Retirement / Pension

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

At the Federal Reserve Bank of San Francisco, we believe in the diversity of our people, ideas, and experiences and are committed to building an inclusive culture that is representative of the communities we serve.

LI-Hybrid

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Job Category

Other

Work Shift

First (United States of America)

The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.

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