Senior Manager, Hybrid Cloud & IntelOps Customer Success

Job Description

What is the Opportunity?Join RBC’s Hybrid Cloud & Intel Ops Customer Success team to drive seamless cloud onboarding and ongoing engagement for application teams across the bank. You will champion customer outcomes while optimizing end-to-end processes, reducing onboarding cycle time, and elevating risk awareness and control execution. This role bridges technology, governance, and business enablement—ensuring our partners move quickly and safely through RBC Cloud gates with the right evidence, the right controls, and the right customer experience.
What will you do?Customer Engagement and Advocacy

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.

Process Optimization and Automation

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.

Governance and Reporting

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 & Intel Ops Program’s goal for governance and business enablement.

Create and manage tracking of responses to audit requests by internal and external stakeholders on audits.

What do you need to succeed?
Must Have

5+ years of experience in a fast-paced technology environment with competing priorities and multiple stakeholders (cloud, software, or enterprise IT preferred).

Proven track record driving customer engagement and outcomes in complex, cross-functional programs.

Excellent written and verbal communication; comfortable engaging both technical peers and senior business stakeholders.

Strong process optimization skills; demonstrated ability to identify problem areas, design solutions, and land change with measurable impact.

Nice to Have

Prior experience with automation and self-serve enablement (e.g., workflow orchestration, forms/portals, template automation).

Prior experience with cloud technology and familiarity with cloud governance gates.

Exposure to financial services regulatory contexts and comfort working with Security/Compliance/Privacy stakeholders.

What’s in it for you?We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

Leaders who support your development through coaching…