Pennymac has the mindset and agility of a startup, with the power and backing of a large public company.
Los Angeles, CA

Mgr, IT Customer Success at Pennymac

| Los Angeles, CA
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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%
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • PerlLanguages
    • PythonLanguages
    • RubyLanguages
    • AWS Cloud ServicesLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • TableauAnalytics
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • GitLabManagement
    • SalesforceCRM

What are Pennymac Perks + Benefits

Pennymac Benefits Overview

Pennymac puts its people first. Our generous health, dental and vision benefits are available to all full-time employees. Our tech department also hosts fun, team-building events and activities.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

An Insider's view of Pennymac

What are some social events your company does?

Our Tech team has great events, including casino & trivia nights, virtual happy hours, gaming - we’ve even sponsored a video game tournament against our industry competitors! We’re nationally disbursed, but regardless of where people live, we’re all part of one interactive, linked community, and it’s easy to find others who share your interests.


Senior Developer, Production

How do you collaborate with other teams in the company?

The culture at Pennymac has cultivated a great sense of teamwork in which we all succeed, fail, and learn together. We collaborate in many ways - from video calls to morning coffee hours, ad hoc huddles, email, chat, and sometimes while playing ping pong or pool in the cafeteria. Everyone is encouraged to work together to accomplish a common goal.


Vice President, IT Program Management

How has your career grown since starting at the company?

My time at Pennymac has rocketed my career as a software dev. In two years I went from having no professional coding background to managing three applications in production, managing two direct staff and contributing to open-source libraries. My time has given me the experience and skills to successfully create new tech products that make money.


Assistant Vice President, Application Development

How do your team's ideas influence the company's direction?

As a company, we're one very cohesive, supportive team with various areas of expertise. It's like a potluck - everyone brings something different, but it all comes together perfectly. Company management believes in us, trusts us, and invests in us. That provides the opportunity to build positive outcomes for our business and our customers.


Managing Director, Technology Infrastructure

What are some things you learned at the company?

Our team constantly works to better itself by delivering software on time without shortcuts or compromising quality. At Pennymac, I have the opportunity to own many critical day-to-day database operations. I've had the flexibility to be innovative, which has allowed me to grow as a developer.


Senior Developer, Database

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