Client Technology - Customer Success Manager

Hoboken$125,000 - $247,5008+ years

At EY, we’re all in to shape your future with confidence.

We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

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 you
The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $125,000 to $247,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $150,000 to $281,300. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year.
Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.

Are you ready to shape your future with confidence? Apply today.
EY accepts applications for this position on an on-going basis.

For those living in California, please click here for additional information.

EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, 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 qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.

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