Senior Manager, Hybrid Cloud & IntelOps Customer Success

RBC is seeking a Senior Manager for their Hybrid Cloud & IntelOps Customer Success team to enhance cloud onboarding and customer engagement. The role involves managing onboarding requests, optimizing processes, and ensuring governance while driving customer outcomes in a fast-paced technology environment.

Responsibilities:

• Manage intake and triage for cloud onboarding requests; run discovery to clarify scope and dependencies, and set expectations on gating artifacts, timelines, and quality standards
• Serve as the primary liaison for application teams: provide onboarding walkthroughs and office hours, maintain transparent communications on status, risks, and dependencies, coordinate cross‑functional handoffs and gate reviews, and follow up to ensure dependent stakeholders complete their tasks on time
• Develop customer success plans with measurable outcomes, assess anticipated and known challenges to bridge technology and business needs, and channel Voice‑of‑Customer insights into a prioritized backlog and roadmap
• Drive continuous improvement across onboarding and compliance workflows by identifying process optimization opportunities (process, documentation, self‑serve), initiating delay/defect reviews, and tracking both corrective and preventive actions to closure
• Partner with Engineering/Product teams to translate prioritized improvements into scalable solutions by defining use cases and success criteria, contributing to backlog grooming, validating automation/self‑serve releases, and driving adoption through the Onboarding Portal and knowledge base
• Support in the coordination and implementation of new processes to align with RBC Cloud and enterprise standards while maintaining or improving operating efficiency, timeliness, and accuracy of workflows
• Maintain accurate, timely project records in Confluence, JIRA, Service Desk, and other applicable tools; attend approval/gate meetings, capture decisions and action items, and distribute notes; keep status, risks, issues, decisions, and ownership up to date with strong data quality and traceability
• Create and maintain management‑level reporting and dashboards that provide visibility into cloud intake and adoption in support of Hybrid Cloud & IntelOps Program’s goal for governance and business enablement
• Create and manage tracking of responses to audit requests by internal and external stakeholders on audits