Senior Customer Service Manager

at EY in Little Rock, Arkansas, United States

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.

EY is a global leader in assurance, tax, transaction and advisory services. Technology is at the heart of what we do and deliver at EY. Technology solutions are integrated in the client services we deliver and are key to our innovation as an organization.

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 – Customer Success, you’ll work with technologists, business experts, account teams and clients, 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 building Client Technology into a customer-centric organization, driving value for our customers and positioning EY as a top-tier industry technology provider. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

The selected candidate will:

+ Serve as a champion, advocate and example for EY’s principles of diversity and inclusivity

+ Establish a Customer Service Management program, consistent with industry best practices and conventions

+ Make key decisions, propose/manage budgets, manage resources and implement governance as appropriate

+ Utilize experience, expertise and leadership skills to plan, monitor, manage and/or support the Customer Service Management program

+ Lead a culture of change towards the next level of Customer Service Management

+ Develop and manage long-term and strategic relationships, influencing, persuading and negotiating with internal and external stakeholder groups to promote and implement the program vision across Tech@EY

+ Maintain a deep understanding of internal and external developments to recognize and address any potential impacts on Customer Service programs

+ Identify, adopt, implement and promote relevant industry best practices

+ Be a significant influence for change and drive continuous improvement efforts for the successful integration of business programs

Your key responsibilities

+ Build and execute the charter of Customer Service Management, including budgeting, resourcing, setting appropriate key goals and key performance indicators, and driving a culture of customer-centric behavior

+ Establish a systematic program to target, drive and measure the success of client relationship retention, development and expansion efforts

+ Establish a systematic program to target, drive and measure the success of product adoption activities, within and across service lines, regions and clients

+ Develop and manage a global team of client-aligned Customer Service Managers, including formalizing the role description, setting appropriate performance measures and assigning staff to clients and/or internal account teams. A client aligned CSM’s primary role is twofold: to represent client interests internally and ensure the highest possible levels of attention and service; to identify, refer and/or pursue client relationship expansion opportunities

+ For EY’s most significant technology products, develop and manage a team of product-aligned Customer Service Managers, including formalizing the role description, setting appropriate performance measures and assigning staff to product teams. A product-aligned CSM’s primary role is twofold: to provide a client perspective into product roadmap and marketing activities; to drive awareness and adoption of the product they represent within the client base (typically in partnership with client-aligned CSMs)

+ Build and maintain a Customer Success Intelligence platform that serves as the authoritative source for client relationship health reporting. The platform should include, at a minimum, information covering service experience, product consumption, engagement performance, client champions and detractors, recent successes, current issues, strategic threats and opportunities.

Skills and attributes for success

+ Deep understanding of the challenges faced by consumers of enterprise technology and the best practice approaches to address

+ Proven ability to drive success under conditions of limited control and competing stakeholder priorities

+ Expert knowledge of Project Management, IT governance, and team management

+ Strong knowledge of IT risk management, IT standards and policies formulation

To qualify for the role, you must have

+ Extensive prior experience managing customer-focused activities within a technology organization

+ Bachelor’s degree in Business, Engineering, IT, Science, or other Technical qualification or equivalent relevant experience e.g. more than 10 years in a corporate IT environment

+ Demonstrated understanding of scope, schedule and planning; understanding of time management, resource management cost management. Possesses good project management skills.

+ Experience of working within complex, matrixed multi-location teams

+ Experience of working in large programs of work

+ Demonstrated capability with managing successful change programs for large organizations.

+ Managed a portfolio of application and infrastructure projects at an operational level

+ Managed the end-to-end lifecycle of multiple infrastructure transformation programs

+ Experience managing multiple projects as a Project Manager or Program Manager

Ideally, you’ll also have

+ 6 sigma certification

What we look for

+ A self-starter, independent-thinker, curious and creative person with ambition and passion

What we offer

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, 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.

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Job Posting: JC191737903

Posted On: Sep 05, 2021

Updated On: Sep 29, 2021