Client Technology - Customer Success Manager

At EY, we’re all in to shape your future with confidence.    We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.  Join EY and help to build a better working world.

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

You will be responsible for fostering relationships, making sure the account teams are successful using our EY products and services; your purpose is to be their voice and activate their feedback. Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams (e.g., Engineering, Support, Product teams). Provide a high-touch experience, identifying which products are relevant for the account’s use cases and ensure the customer realizes their desired outcomes. Analyze customer account trends and provide feedback to internal stakeholders to ensure our products and services are being effectively adopted. Rigorously track metrics like CSAT, NPS, and onboarding engagement rate to ensure the customer is gaining the intended value from the product or service. Serve as the trusted advisor of the account(s), connecting the right groups, looking around corners, anticipating needs, and being a champion for successful delivery. Empathize with every aspect of the customer experience, putting their needs first yet challenging them as appropriate to make sure they are setup for success. Maintain high levels of customer engagement and satisfaction with a focus on customer centricity, advocacy and ultimately retention. Coach and mentor the team, driving the Customer Success mindset so that there is consistency in the customer’s experience.

Skills and attributes for success

8+ years relevant work experience in customer success or strategic consulting. Exceptional stakeholder management across C-suite executives, service lines, accounts, and our technology ecosystem. Skilled in influencing key executives and stakeholders, challenging the status quo and being the voice of the customer. Easily able to flex style, shift conversation and delivery between business executives and technology decision makers, command a room and inspire others. Knowledge of market trends, competitive insights, and customer success industry practices. Excellent communication, facilitation, and presentation skills

Ideally,