Overview
A Customer Success Manager is responsible for maintaining effective and transparent relationships with external vendors. Customer Success Managers provide best in class service to our Business partners, by acting as a liaison between IT and business, as well as acting in the middle of IT and external vendor relations. Being customer centric and putting a focus on providing a "white glove" level of service for internal business customers is paramount for success within this position; from providing timely updates on business impacting incidents, to working with business partners to identify any process related weak points and drive process development on behalf of the business. The Customer Success Manager is responsible for the below job responsibilities, as well as other non-listed related duties as situation permits.
Job Description

• Regularly maintain vendor relationships
• Coordinate maintenance activities with external vendors and internal release management teams
• Proactively protect business divisions from vendor related system impacts
• Drive vendor onboarding, alongside internal contract, security, and legal teams
• Customer centric focus by understanding our customers key business opportunities for improvement
• Provide executive project oversight and client communication
• Work alongside Incident Management teams to communicate incident status to internal business leaders
• Build and nurture executive leadership relationships across all business divisions to solidify our customer partnership
• Coordinate business process improvement requests
• Customer Communication: keeping the customer informed of incident progress and notify them of upcoming changes
• Demonstrate behaviors which are aligned with the organization's desired culture and value
• Perform other related duties as required and assigned

Ideal Candidate will have the following:

• Ability to be on call 24/7
• Self-motivated with ability to multi-task and adapt to changes quickly in a fast paced environment
• Strong understanding of business processes and their implementation into enterprise applications
• Ability to quickly grasp and explain technological and business concepts
• Excellent communication, presentation and negotiation skills
• Proven track record of working with Product Management teams
• Ability to adapt to immediate or unforeseen situations
• Desire to drive business growth
• Must be a team player with strong attention to detail, with the ability to work independently
• Proven track record of delivering timely and accurate information in a dynamic and fast paced environment
• Solid knowledge and experience of customer management practices
• Confident ability to communicate to executive leadership
• Excellent critical thinking, problem solving and sound judgment
• Financial Services and, if possible, mortgage industry experience preferred
• Expected travel - ~10%