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EY Hiring for CT – Customer Success – EY Global Delivery Services at Pune Full Time
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Customer Success Manager – Associate Director, Service Line
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) Service Line Customer Success Manager (CSM), you represent technology adoption for your assigned EY Service Line (Tax, Assurance, Strategy & Transactions, Consulting). You’ll partner with Product Management to accelerate and drive success through the effective adoption of EY tech-enabled solutions. The journey is an exciting one as you’ll be helping to overcome technical adoption barriers, actively listening to the customer, and providing best practices to implementing complex solutions. You’ll be bridging the gap between sales and support, understanding customer pain points, and advocating for ways to improve the product. 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
- Develop deep understanding of the customer business, desired outcomes, competition, pain points and industry trends. Understand the product at a deep level, helping to define user journeys and tracking the adoption of your assigned product.
- Single Point of Contact related to adoption efforts and objectives for the assigned Service Line
- Deep understanding of Service Line investments, priorities and the top products aligned to their specific market
- Evangelize and coordinate customer adoption of defined sub-set of Service Line products and solutions, with direct oversight on Service Line trends.
- Partner with product management to understand the holistic view of the product, its roadmap and differentiators that make the product unique and valuable for the Service Line
- Streamline the decision-making processes (Client Technology and Service Line) to clearly define the strategy and adoption roadmaps.
- Be a thought leader in reimagining better product design, defining success plans with metrics and KPIs to measure against, and ensuring the backlog is closely aligned with customer needs.
- Rigorously track metrics like Daily Active Users, onboarding engagement rate, and retention rate to ensure the product is meeting the defined OKRs.
- Ensure robust customer onboarding is happening, driving higher adoption, and refocusing churn.
- Prepare Quarterly Business Reviews with key stakeholders to measure the product against relevant business goals and adoption KPIs, success measures, and customer expectations, as appropriate. Proactively share recommendations for short-term and long-term goals.
- Adapt existing customer onboarding assets and work with product marketing to refine them over time.
- Utilize and share training techniques/offerings to minimize time to onboard and increase adoption.
Skills and attributes for success
- 10+ years relevant work experience in a customer-facing product development role with a proven track record of delivering a product or service offering to market in a way that differentiates and delivers business value.
- Passion for technology with demonstrated technical aptitude, strong analytical skills, and a knack for coming up with creative solutions to problems.
- Maintains knowledge of market trends, competitive insights, and customer success industry trends.
- High technical aptitude and hands-on approach to solving customer issues as well as internal business needs.
- Ability to deal efficiently with escalations and difficult situations under pressure and remove friction by bringing the right people together to solve issues.
- Must be comfortable working in an environment where ideas are challenged.
- Discipline to work and succeed in a fast paced and organizationally complex environment, to effectively adapt to rapidly changing technology, and to lead and manage complex projects.
- Embody our culture and values.
Ideally, you’ll also have
- Awareness and theoretical knowledge of Cloud platforms such as Azure, AWS or GCP.
- Knowledge of Customer Success Industry methodologies and strategies around Pre-Sales, Adoption, Churn prevention and Renewals.
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.