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Federal Reserve System Customer Success Manager in Richmond, Virginia

Company

Federal Reserve Bank of Richmond

The Enterprise Data Services (EDS) team has an immediate opening for a Customer Product Manager. Our team delivers a centralized data and analytics platform that provides advanced data migration and analytics solutions for our bank district customers. We work with state-of-the-art technologies that are part of the next generation data ecosystem, which includes tools used for data storage, data processing, data integration, data lakes, data warehousing, and data analytics.

To be successful in this role, you must be passionate about product management. You must also have excellent oral and written communication skills and be a strong leader with experience in managing products and services across complex customer landscapes, recommending appropriate product solutions while meeting customer expectations and business needs. This position requires a candidate who has a proven track record working in a highly dynamic environment, who can maintain strong relationships with our customers and partner and is technically savvy with business acumen.

This role will focus on ensuring cross-product customer success for multi-product engagements across the Enterprise Data Services product portfolio. In this role, you will help develop processes and procedures for the qualification of leads, transformation of customer outreach into product onboardings and operate cross-product when engagements involve multiple product teams. As part of the National IT team, our Enterprise Data Services team is partnered with multiple business lines, our Board of Governors and other IT groups within the Federal Reserve System. The Customer Success Product Manager will have the opportunity to work directly with Data Architects, Product Owners, Design Engineers, Developers and Business Analysts in a rapidly evolving environment. This role will be instrumental in shaping customer relationship/engagement, organizational alignment, business improvement, product marketing and support of emerging product development.

What You Will Do:

  • Develop a customer success strategy with clear goals

  • Understand and provide a positive customer journey from start to finish.

  • Provide analysis and reporting of customer feedback.

  • Collect and share customer feedback with relevant teams.

  • Develop metrics that provide insight to product teams and management

  • Leverage empathy and relationship skills to foster strong customer and product team connections to enable the delivery of value from multiple product teams.

  • Responsible for processes, tools and platforms, cross-functional communication, client engagement and critical stakeholder management for enterprise cloud data products and services

  • Influence product requirements and feature roadmaps from concept through delivery. May oversee development of business requirements, which align with the overall objectives and manage scope to plan.        

  • Provide consulting and guidance on business solution development in the data and analytics space and cloud technologies

  • Demonstrate leadership, collaboration, exceptional communication, negotiation, strategic and influencing skills to gain consensus and produce the best solutions.

  • Engage with Senior leadership, business leaders at the Federal Reserve and the Board to share the business value.

  • Promote collaboration across business and IT organizations

Qualifications:

  • Bachelor’s degree in Computer Science, Information Systems, or other related field or equivalent work experience.

  • 7+ years of product management customer success experience

  • Familiarity with cloud technologies

  • Excellent relationship building and communication skills.

  • Demonstrates analytical and problem-solving skills.

  • Ability to coordinate and work with diverse groups of subject matter experts.

  • Must possess strong technological aptitude along with strong system and process analysis skills.

  • Must possess solid business acumen, and can communicate effectively, conduct meetings and deliver formal presentations.

  • Ability to work effectively independently or in a team environment.

  • Ability to influence successfully in a highly matrixed or virtual organization.

Full Time / Part Time

Full time

Regular / Temporary

Regular

Job Exempt (Yes / No)

Yes

Job Category

Information Technology

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.

Privacy Notice (https://www.kansascityfed.org/documents/7797/Workday_Privacy_Notice.pdf)

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