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
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.
- 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.