Customer Success Manager, Deloitte Global Technology (MFAS-Customer Relations & Success)

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Date: Nov 23, 2022

Location: Toronto, Ontario, Canada

Company: Deloitte

Job Type: Permanent 
Reference code: 121522   
Primary Location: Toronto, ON  
All Available Locations: Toronto, ON 

 

Our Purpose

 

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

 

By living our Purpose, we will make an impact that matters.

 

  • Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness. 
  • Experience a firm where wellness matters.
  • Be expected to share your ideas and to make them a reality

 

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting edge products and services that deliver outstanding value and that are global in vision and scope? Work with premier thought leaders in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?

 

What will your typical day look like?

 

Customer Success (CS) is a critical role which works 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: develop technology implementation/decommission plans and checklists, assist 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 activities, engage with the customer teams on a regular basis to monitor status, respond to service-related questions, identify and manage risks to closure.
Value Realization:  define ongoing service goals and ‘success criteria’ with key stakeholders, 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.

About the team

 

Deloitte Global:

 

At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network. In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark. Deloitte Global supports our talented professionals in answering the question: What impact will you make?
 


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.

Enough about us, let’s talk about you

 

You are someone with:

 

  • Bachelor’s degree in related discipline or an equivalent amount of professional experience
  • 5 - 10 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: facilitate conversations, provide guidance, track actions, risks/issues, and follow-ups
  • Liaise with member firms and DT teams (e.g., PMO, Change Management, Customer Relations, and Service Owners) to ensure successful onboarding/offboarding of services
  • Capture and reporting on customer satisfaction and sentiment data to improve customer experience
  • Mediate and liaise with customer and service delivery teams through-out 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
  • Coach, mentor, and advise peers and team members through ambiguity in matrixed envirornment
  • Manage quality and implementation of deliverables

 

Our promise to our people: Deloitte is where potential comes to life.

 

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute. Be the leader you want to be.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors. Our TVP is about relationships – between leaders and their people, the firm and its people, peers, and within in our communities.

The next step is yours

 

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action PlanReconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations). We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.
Deloitte Canada has 30 offices with representation across most of the country. We acknowledge our offices reside on traditional, treaty and unceded territories as part of Turtle Island and is still home to many First Nations, Métis, and Inuit peoples. We are all Treaty people.


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