Customer Engagement Manager

Company

Federal 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 suppor...