Customer Success Lead London, England
Job description
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.
Fueled by strategic investment in technology and innovation, EY 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. Working within Global Tax, you’ll work with technologists and business specialists, blending EY’s deep industry knowledge and innovative ideas with our platforms, capabilities, and technical expertise. Global Tax offers exciting growth and learning opportunities plus chance to make a real impact.
With the continuing and rapid development of tax technology solutions and in particular Software-as-a-Service (SaaS) solutions, it is necessary to enhance our operational models to achieve success in the future. In preparation for the future, EY Tax have created a new “Centre of Excellence” (CoE) to support SaaS solutions throughout their lifecycle.
The objectives of the SaaS CoE are:
- Create an environment to focus on the deployment and operational management of Global Tax SaaS solutions and
- Go to markets, sales enablement and support to drive the market success of these solutions.
By centralising the operational management (from the tax side) of technology solutions, we drive standardisation of operational models and enhance governance.
The opportunity
Be the heartbeat of the customer. As a Customer Success Lead, you’ll partner with various accounts to accelerate and drive success through the effective adoption of EY SaaS 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 connected across varied 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.
In joining the Global Tax SaaS CoE, you will have an exciting opportunity to contribute to the ongoing success of this new business unit, ensuring the smooth running of the technology solutions that it supports.
Your key responsibilities
Key figure in developing the Customer Success function within the Global Tax SaaS CoE.- 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).
- 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.
- Share best practice across products and product families.
- Help to promote and streamline the operations of the SaaS CoE.
Skills and attributes for success
8+ years relevant work experience in customer success, strategic consulting or SaaS companies.- 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, you’ll also have
Proven track record servicing strategic accounts- Strong technical understanding and experience with SaaS products
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.
What we offer
As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer:
Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team.
The exceptional EY experience. It’s yours to build.
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