Client Technology - Customer Success Manager

EY is a globally connected professional services organization that uses data, AI, and advanced technology to help clients shape the future with confidence. The Client Technology Customer Success Manager will drive the adoption and success of EY technology-enabled solutions, build strategic customer relationships, and communicate customer needs and feedback to internal teams. The role will track customer success metrics, advocate for customers, and coach teams to deliver consistent, high-quality experiences.

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

Requirements:

• 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
• Proven track record servicing strategic accounts