Customer Success Manager I

PSECU•Harrisburg, PA

1d•Hybrid

About The Position

Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on... The Customer Success Manager I (CSM) serves as a strategic liaison between business teams and technology functions, ensuring that solutions and services deliver measurable value and support business objectives. This role fosters strong relationships with stakeholders to understand needs, prioritize solution requests, and provide business value. This role must maintain a high level of interaction and collaboration with business teams, vendors, portfolio management team, and all levels of management within the organization. Familiar with ITIL principles and has a background in lending origination and servicing, experience with real estate and commercial lending is preferred. Schedule: Monday - Friday, 8:30am -4:30pm. This position will be a hybrid model both in person and remote with minimum of onsite expectation of 40% (one of the onsite days being Wednesday) or as needed.

Requirements

Associates (Required), Bachelors
Analytical and critical thinking skills | Required
Presenting information and influencing people at all levels from agents to executive leaders. | Required
Strong management experience with proven success in managing vendors, driving cost efficiencies, innovating solutions, working in large team environments, delivering success for the business, Familiarity with Project Management processes and procedures (e.g. Waterfall, Agile). | Required

Nice To Haves

ITIL Foundation, PMP or related certification. | Not Required
Familiar with ITIL principles and has a background in lending origination and servicing, experience with real estate and commercial lending is preferred.

Responsibilities

Support Business Partners: o Partner with business teams to groom and prioritize solution request backlogs, driving continuous delivery and value realization.
Manage end-to-end processing of non-project work requests, including request sizing, requirements gathering, solutioning, resource allocation, and implementation.
Collaborate with business stakeholders to document and resolve system audit and compliance findings, ensuring timely and effective remediation. 2 · Unit Operations: o Assist in the development and maintenance of standards and procedures for the CSM team’s operation to ensure consistency and efficiency.
Ensure clear and concise dashboards and reporting for business partner(s), highlighting work progress and outcomes.
Ensure process documentation and mapping exists for all systems and processes within assigned business areas.
Partner with technology teams to understand critical issues and to send clear communication to the organization regarding interruptions to business services.
Participate in Business Continuity Planning (BCP) activities to support critical processes and to understand recovery time periods and resource requirements in the event of a disaster.
Participate in peer training sessions to enhance team knowledge and capabilities.
Participate in the execution of quarterly and annual user access reviews (UARs) to maintain compliance with security and governance policies. 3 · Support Portfolio Management Processes: o Assist in the research, evaluation, and documentation of solution options to address business challenges and align with enterprise architecture standards.
Assist with the design and architecture of cross-functional solutions that integrate seamlessly across systems, ensuring scalability, performance, and maintainability.
Act as a Subject Matter Expert (SME) for strategic project initiatives, providing business guidance and monitoring technical aspects of the implementation throughout the project lifecycle.
Manage system upgrades and production releases, ensuring alignment with business priorities and minimal operational disruption.
Support risk assessment activities by identifying potential system vulnerabilities and recommending mitigation strategies. 4 · Business Process Knowledge and Proficiency: o Develop, maintain, and document deep knowledge of systems and processes related to assigned business partner(s).
Track incidents and requests using established tracking systems (e.g. ServiceNow, Azure DevOps, CASE, JIRA, Confluence). Maintain proficiency with Microsoft tools: Word, Excel, PowerPoint, Teams, SharePoint, and Visio.
Other duties as assigned.