Customer Engagement Manager

CompanyFederal 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. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a diverse team united in its purpose to promote an economy that works for everyone.
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.

This role will focus on ensuring customers are successfully onboarded for multi-product engagements across the product suite. In this role, you will also help develop processes and procedures for the onboarding, discovery, and hand-off phases of the customer engagement lifecycle and collaborate with multiple product teams. The Customer Engagement Manager will have the opportunity to work directly with critical payment offices, varied lines of business, as well as key cross-functional partners within National IT. This position is part of the National Integration Services (NIS) organization and involves management of multiple system efforts, customer relationship management, organizational alignment, business improvement, and support of product planning. 

National Integration Services (NIS) is a National Service Provider within National IT at the Federal Reserve System that enables integrations of systems and applications across the enterprise, utilizing specific middleware technologies to accomplish business needs. The key solutions provided include the Enterprise File Delivery Service (EFeDS), the Enterprise Messaging Shared Service (EMSS), the Enterprise Service Bus (ESB) Service, and the API Service Gateway.

Essential Responsibilities: 

• Serve as the primary liaison during the onboarding and discovery phases for large, cloud-based implementations, facilitating seamless communication between application development/product delivery teams and clients.

• Design and implement tailored onboarding strategies for each engagement, establishing clear objectives and ensuring alignment with customer and organizational goals.

• Deliver a positive and comprehensive customer experience from initial engagement to project completion, fostering satisfaction and trust.

• Monitor project progress, track key milestones, and proactively adapt plans and resource allocations to meet changing project needs and customer expectations.

• Identify and drive opportunities for process enhancements that increase operational efficiency, optimize costs, and support the evolving needs of the NIS framework.

• Collect, analyze, and share actionable customer feedback with relevant teams to continuously improve service delivery and customer satisfaction.

• Compile and distribute weekly performance reports within the customer success team and other relevant departments, promoting transparency and accountability.

• Develop and maintain forecasting metrics that provide meaningful insights to product teams and management, informing future strategies and resource planning.

• Use empathy and strong interpersonal skills to establish and nurture productive relationships with customers and internal product teams, ensuring collaborative success.

• Drive issue resolution to closure, escalating obstacles or roadblocks as required to ensure timely progress and maintain customer satisfaction.

• Collaborate with internal teams to identify cross-functional dependencies and establish priorities, ensuring alignment and smooth project execution across teams.

Qualifications: 

• Proven experience (7+ years) in onboarding/implementation, customer success, or a related field, with demonstrated success in managing large-scale customer engagements and driving product adoption.

• Bachelor’s degree in computer science, information systems, or other related field or equivalent work experience that demonstrates technical expertise and industry knowledge.

• Must be a U.S. Citizen, or a Green Card Holder with an intent to become a U.S. Citizen.

• Strong operational acumen to identify and implement process improvements, utilizing tools to optimize efficiency and enhance customer experiences.

• High technological aptitude to lead technical discussions, analyze systems and processes, identify improvement areas, and support solution architecture. Act as the liaison between the customer and product teams.

• Familiarity with AWS cloud technologies and CoLo (Co-location) frameworks, with the ability to integrate cloud solutions in line with organizational objectives.

• Hands-on experience with Jira, Microsoft Dynamics, and SharePoint, with the ability to leverage these tools for project tracking, communication, and process management.

• Proven ability to build strong, positive relationships with customers and cross-functional teams, facilitating clear, effective communication at all levels.

• Skilled at coordinating and collaborating with diverse groups of subject matter experts to drive successful project outcomes and meet customer expectations.

• Strong business acumen with the ability to communicate effectively, lead meetings, and deliver impactful presentations to varied audiences.

• Ability to work independently or collaboratively within a team, with the flexibility to adapt to project needs and team dynamics.

• Strong analytical, collaboration, critical thinking, multitasking, and time management skills, essential for managing complex projects in a dynamic environment.

• Some travel may be required to support customer engagements and cross-functional collaboration.

Base Salary Range for Sr. Product Manager: Mini: 138,900; Mid: 180,400; Max: 221,900(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, Pre-Tax Day Care Flexible Spending Account, Paid Family Care Leave, Vacation Days, Sick Days, Paid Holidays, Pet Insurance, Matching 401(k), and Retirement/Pension.

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

#LI-Hybrid

Full Time / Part TimeFull time

Regular / TemporaryRegular

Job Exempt (Yes / No)Yes

Job CategoryOther

Work ShiftFirst (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.

Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.

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