EY Hiring for CT – Customer Success – CSM at Bangalore Full Time

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

Customer Success Manager, Accounts – Assistant Director
Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are vital to innovation at scale. As part of Client Technology, you’ll work with technologists and business specialists, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. As a catalyst for change and growth, you’ll be at the forefront of integrating emerging technologies from AI to Data Analytics into every corner of what we do at EY. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity
Be the heartbeat of the customer. As Client Technology (CT) Customer Success Manager (CSM), you are the face of Tech@EY. You’ll partner with various accounts to accelerate and drive success through the effective adoption of EY tech-enabled solutions. Your role is strategically positioned to work alongside our technology business partners and alliances to help transform our business in new and exciting ways. You’ll be the connected tissue across all Technology groups within EY, understanding at a high-level the problems affecting multiple customers and advocating for ways to improve our products. If you are fascinated and passionate about how technology is evolving and can articulate a vision for how technology can be used and adapted for our customer’s unique needs, this could be the role for you.

Your key responsibilities

• Drive the engagement and relationship across a portfolio of assigned accounts (20-30), helping to drive adoption and awareness of our key Client Technology assets.
• Develop expertise in a particular Industry or Sector to better serve your portfolio, analyzing trends and identifying existing solutions that could help solve your customers’ needs.
• Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams across Engineering, Support, and Product teams; your purpose is to be their voice and activate their feedback.
• React to immediate needs as well as proactively identify opportunities where existing products and solutions are relevant for the account’s use cases and ensure the customer realizes their desired outcomes.
• Provide insight with respect to the availability and applicability of new Client Technology product and features.
• Collaborate across internal teams towards a common goal of improving the customer experience, while influencing our overall growth strategy.
• Maintain high levels of customer engagement and satisfaction with a focus on customer centricity, advocacy and ultimately retention.

Skills and attributes for success

• 8+ years relevant work experience in customer success, account management or strategic consulting.
• Proven track record of supporting customers to deliver high customer satisfaction, advocacy, and loyalty.
• Analytical mindset to monitor key performance indicators and trends to prioritize and identify key potential customers.
• Prior experience conducting workshops for customers and discussing pros and cons of implementing various technologies and their business value.
• Easily able to flex style, shift conversation and delivery between business executives and technology decision makers, command a room and inspire others.
• Good technical and problem-solving skills, coupled with the ability to provide quick resolutions to problems.
• Knowledge of market trends, competitive insights, and customer success industry practices.
• Excellent communication, facilitation, and presentation skills.

Ideally, you’ll also have

• Proven track record servicing strategic accounts

What we look for

• Those who lead with empathy, are curious self-starters and have a passion for technology and the ambition to use it to power the human enterprise.

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