Customer Success Lead

Program & Project Management | DC Platforms
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Position Summary

Deloitte Consulting’s New Business Innovation (NBI) practice develops products that augment our leading services practice and strike at the heart of our clients’ business needs. NBI touches every facet of the innovation lifecycle—from ideation to scaling in the market. Deloitte's commitment to innovation is inspiring our clients to new possibilities; our asset-based consulting agenda is designed to deliver tangible results in the near-term and sustainable competitive advantage for years to come. Are you looking for an opportunity to drive customer satisfaction by working closely with the customer and product teams to support the Deloitte customers and clients.

 

Work you’ll do

Customer Success Lead is client-facing and is responsible for working closely with the clients and managing client expectations. They are excellent communicators and know how to navigate the complex stakeholder environments of customers effectively. Customer Success leads are good listeners who understand the client issues, current and future goals, and drive solutions to meet client expectations.  Proactively facilitate action that will drive client satisfaction, retention, and renewal. The Customer Success lead is an advocate for clients.

  • This role is primarily responsible for driving product adoption, management of client’s day to day operations while delivering value to the client, and helping the client achieve success. This person would also be responsible for capturing any real-time feedback from day-to-day usage and bake it into the product roadmap working closely with product owners. 

You will:

  • Understand the client’s business and help articulate the business problem while driving business solutions
  • Serve as the primary point of contact between the Client and the Product development teams, technical teams, and the engagement teams
  • Establish scope of work, responsibility matrix, communication plan, issue tracking, service level reporting and risk escalation process.
  • Work with the support team to setup the support process for the clients.
  • Facilitate client onboarding.
  • Keep client informed regarding enhancements and new feature rollouts. Consults with product teams on which features, or product upgrades might be helpful for the client based on their stated goals.
  • Work directly with the client to understand and provide upgrade timelines.  Communicate upcoming release schedule and release notes.
  • Maintain communication with Deloitte NBI leadership to keep them informed of client goals/challenges and project status.
  • Conduct regular meetings with the clients and other stakeholders to review the product’s impact on the business, status of support tickets, project timelines, operations, contractual commitments, escalations, and billing related inquiries
  • Coordinate with Support Manager to ensure proper hand off procedures to support services
  • Collaborate with teams across different geographies
  • Establish and manage the change management process for client-initiated changes to the product
  • Remind client of upcoming renewals and follow up to renew client’s contract.
  • Monitor and report on key metrics such as performance metrics, Product Usage, Support History, Business Outcome, and keep client up to date on the over value of the product.

 

The team

Deloitte New Business Innovation (NBI) is an organization within Deloitte Consulting with the goal of building a culture of continuous innovation to drive profitable revenue through the identification, incubation, and scaling of breakthrough ideas in assets-based hybrid offerings. The Customer Success Team delivers relationship management and enabling services so that our customers, both internally and externally, are successful and derive more value out of their technology asset investments. 

Qualifications

Required:

  • Bachelor’s Degree
  • 5+ years of experience in technical environment directly supporting the clients
  • Excellent verbal and written English communication
  • Stellar PowerPoint proficiency
  • Empathetic and collaborative
  • Ability to thrive in a fast-paced environment
  • Project management, planning, and organization
  • Comfortable with ambiguity and solving complex problems
  • Able to grow and mentor others

**Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred:

  • MS Teams
  • Confluence/JIRA
  • AI fluency
  • High level understanding of cloud environment/technologies
NBI_US

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 115901

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