Customer Success Analyst for Deloitte Technology

Deloitte Technology Information Technology Posted: 04-Nov-2022

Same job available in 9 locations

Atlanta, Georgia, United States

Charlotte, North Carolina, United States

Cincinnati, Ohio, United States

Hermitage, Tennessee, United States

London, United Kingdom, United Kingdom

Miami, Florida, United States

San Antonio, Texas, United States

Tampa, Florida, United States

Toronto, Ontario, Canada

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

Customer Success (CS) is a critical role which collaborates with teams across the organization and the globe to ensure that technology solutions are successfully onboarded, adopted, and continue to evolve to meet the ever-changing needs of the member firm network (customer) and deliver the intended business benefits.

Responsibilities

  • Service Onboarding/Offboarding: leverage technology implementation/decommission plans and checklists, assist your manager and project teams with customer engagement and information collection, execute planning sessions, best practices, and lessons learnt from other implementation/decommission efforts.
  • Service Adoption: maintain close visibility of the implementation / decommission activities, engage with the customer teams on a regular basis to monitor status, manage service-related questions, identify and manage risks to closure.
  • Value Realization: work with stakeholders to define ongoing service objectives and ‘success criteria’, monitor associated KPIs, facilitate formal service review meetings, and drive the remediation of any issues impacting on value realization.
  • Sentiment Management: work with service teams to formally measure customer sentiment, evaluate and make recommendations on improvement actions, and report on sentiment, associated action plans and deliverables.
  • Customer Advocate: provide constant input to service teams on changes taking place within the customer environment, arbitrate in the unlikely event of a formal service complaint, and ensure that the customer voice is being heard and can influence the services being delivered.

The team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Qualifications

Bachelor’s degree in related discipline or an equivalent amount of professional experience

  • 2 - 5 years of experience in a professional/client services capacity, emphasizing technology management and/or product management
  • Learn quickly and operate in a matrixed environment with minimal oversight
  • Coordinate and track activities across multiple projects and member firms
  • Develop and deliver project scope and requirements including:
  • Local adoption tracking and reporting, providing suggestions for mitigating actions, where necessary
  • Serve as primary liaison to cross-functional team members across different geographies and cultures
  • Serve as key point of contact for member firm implementation teams to facilitate conversations, provide guidance, track actions, risks/issues, and follow-ups
  • Liaise with member firms and Deloitte Technology teams (e.g., PMO, Change Management, Customer Relations, and Service Owners) to ensure successful onboarding/offboarding of services
  • Capture and report on customer satisfaction and sentiment data to improve customer experience
  • Mediate and liaise with customer and service delivery teams throughout the service lifecycle to
  • Evaluate and provide input to improve service documentation and other communications
  • Handle and resolve customer requests and complaints
  • Provide input to aid in service design and improvement

Other Qualifications

  • Domain knowledge in one or more of the following areas: project management, cyber security, technology infrastructure, cloud computing, or application development, and capable of providing professional advice and guidance to stakeholders
  • Ability to evaluate and advocate for customer needs and requirements
  • Ability to participate in the business impact assessment and risk assessment processes and help identify appropriate controls to mitigate identified risks
  • Participation and facilitation of project meetings and service reviews
  • Strong proficiency in Microsoft and related technologies (e.g., SharePoint, PowerBI, MS Teams)

Our culture

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. 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.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.


At Deloitte Global, we know we’re at our best when we look out for one another; prioritize respect, fairness, development and wellbeing; foster an inclusive culture and embrace diversity in all forms. All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance or an accommodation during the application process for accessibility reasons this is available upon request. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.