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EY Client Technology Customer Success Manager, Accounts in Cleveland, Ohio

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, 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, you’ll also have

  • Proven track record servicing strategic accounts

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.

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

EY is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to individuals with disabilities. If you are a qualified individual with a disability and either need assistance applying online or need to request an accommodation during the interview process, please call 1-800-EY-HELP3, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at ssc.customersupport@ey.com .

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