PSECU · 7 hours ago
Customer Success Manager I
Harrisburg, PA
Full-time
Hybrid
Mid LevelPSECU is a Pennsylvania State Employees Credit Union that has been strong for 90 years, focusing on helping members achieve more. The Customer Success Manager I serves as a liaison between business teams and technology functions, ensuring solutions deliver value and support business objectives while fostering strong relationships with stakeholders.
BankingFinancial ServicesLendingNon Profit
Responsibilities
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
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
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
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
Qualification
Required
Associates
Analytical and critical thinking skills
Presenting information and influencing people at all levels from agents to executive leaders
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)
Preferred
Familiar with ITIL principles
Background in lending origination and servicing
Experience with real estate and commercial lending
ITIL Foundation, PMP or related certification
Company
PSECU
PSECU is a not-for-profit credit union that provides personal and business loans.
Founded in 1934
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Clifton Van Scyoc
Chief Technology Officer
Gina Seibert, CFA
Chief Financial Officer
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