Customer Success Associate

Shape the future of client service by driving readiness for product and feature releases. Be at the heart of transformation as you coordinate planning, testing, communications, and adoption across global teams. Unlock your potential by standardizing delivery, reducing risk, and improving client and employee experiences. Make your mark by turning strategy into outcomes through disciplined execution and clear stakeholder engagement.

Job Summary
As a Service Readiness Project Manager within Client Onboarding and Service, you lead planning, delivery, and execution of product and service changes using a consistent readiness framework. You partner with product and technology teams to ensure functionality meets business needs, translate impacts for global service teams, and guide change management and communications. You oversee validation, go/no‑go participation, and post‑release reviews to strengthen quality and adoption. You promote transparency, track benefits, and continuously improve the service readiness program.

Job Responsibilities

• Lead release readiness for client service platform changes, from planning through execution.
• Participate in feature demos and working sessions; provide service feedback to inform delivery.
• Represent the service organization in go/no‑go forums and production validation activities.
• Review and approve business readiness communications for release enhancements.
• Coordinate with impacted teams to update procedures and train specialists on new features.
• Develop and execute service readiness plans using a standardized, globally consistent approach.
• Apply structured change management practices, including communications, stakeholder, and training plans.
• Capture current‑to‑future state impacts across the project lifecycle; document actions, dependencies, and controls.
• Identify and manage readiness risks and issues; drive mitigation, escalation, and resolution.
• Establish and track metrics, milestones, and adoption; adjust strategies and report status to stakeholders.
• Advise and coach project leads and managers on readiness best practices to align outcomes with business objectives.

• Demonstrated ability to manage and implement small‑ to medium‑scale projects independently and in teams.
• Working knowledge of treasury products or cash management services.
• Strong organizational skills with the ability to prioritize across tactical and strategic initiatives.
• Analytical and critical thinking skills with sound independent judgment.
• Ability to structure and scope complex problems and develop practical solutions.
• Collaborative mindset with discretion handling confidential information and cross‑functional partnerships.
• Ability to synthesize findings into clear recommendations and present to varied audiences.
• Excellent written and verbal communication, including effective presentations.
• Proficiency with Excel and PowerPoint.
• Experience with SharePoint or related project collaboration tools.

• Experience using Confluence or Monday.com for project coordination.
• Hands‑on change management experience, including benefits realization and after‑action reviews.
• Familiarity with release management ceremonies and production validation practices.
• Experience building adoption and proficiency metrics for change initiatives.
• Process improvement or project management certification is a plus.