Sr. Customer Success Specialist

Program & Project Management | DC Platforms
Same job available in 8 locations

Position Summary

Sr. Customer Success Specialist

Deloitte Consulting’s Innovation & Platforms practice develops products that augment our leading services practice and strike at the heart of our clients’ business needs. 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 lead service delivery for Deloitte’s assets and subscriptions to our products that are used by some of the biggest and most influential businesses around the world? If so, we are currently seeking a Sr. Customer Success Specialist to support the Innovation & Platforms Customer Success team.

Work you’ll do

The Sr. Customer Success Specialist plays a key role interfacing directly with clients and internal technical delivery and product teams to ensure successful project outcomes and ongoing client satisfaction. As a Senior Specialist, you will be responsible for first- and second-tier support for clients; regular communication with client and internal teams; timely problem resolution and maintaining healthy client relationships and internal tools and environments. Your experience and skills in technical troubleshooting and problem resolution, client-facing interactions, ability to work effectively with engineers and product managers, along with excellent communication and decision-making skills will be critical to the success of this role. Responsibilities include: 

  • Manage first and second-tier support for product offerings
  • Provide guidance on how to diagnose, solve and provide root cause analysis for application errors, data problems, and/or network issues
  • Interaction with clients (mostly internal), engineering, and infrastructure teams to drive product questions and issues to resolution within SLOs while building scalable processes
  • Create and manage process documentation and tools for product support and internal team management
  • Drive automation efforts across various products
  • Ability to support applications on various technology stacks, industries, and production environments
  • Build and maintain successful client and product team relationships
  • Deep sense of ownership and commitment

The team

Deloitte Innovation & Platforms is an organization within Deloitte Consulting with the goal of building a culture of continuous innovation to drive profit through the identification, incubation, and actualization 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. 

Preferred Qualifications

  • Bachelor’s Degree in a related field, or applicable years of experience
  • 4+ years of experience in a technical environment leading project delivery
  • Excellent verbal and written English communication
  • Proficiency in browser-based analytics software
  • 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.

#NBI22

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. Learn more about our commitment to developing our people.


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: 44771

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