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Customer Success Analyst – Global Managed Services-Senior Consultant level

At EY GDS – a member of the global integrated service delivery center network by EY, Managed Services (MS) is a significant part of our business, comprising more than $7b in revenue with major clients across the globe. We help clients with people based, asset based & integrated solutions, leveraging our deep sector and domain expertise to deliver enhanced value to our clients. In MS we are also ambitious, seeking to more than double our success in the future.

The opportunity

We are seeking a highly skilled and experienced Customer Success Manager to join our Global Managed Services team. The ideal candidate will be a proactive and motivated individual with a passion for driving customer success through effective product deployment and value realization. This role requires a deep understanding of our products and services, as well as the ability to foster strong relationships with our clients.

Your key responsibilities

• Develop and maintain a thorough understanding of our products and services to provide expert guidance to clients.
• Lead the product deployment process, ensuring a smooth and successful implementation that meets client needs.
• Collaborate with the Value Realization Office to track, measure, and enhance the value delivered to clients through our services.
• Establish and nurture long-term relationships with clients, acting as the primary point of contact for all customer success-related inquiries.
• Create and execute customer success plans that outline critical success factors, potential issues, and provide recommendations.
• Coordinate with cross-functional teams to address customer concerns and ensure a cohesive service experience.
• Facilitate regular check-ins with clients to discuss their evolving needs and to provide strategic guidance.
• Advocate for customer needs/issues cross-departmentally and work with internal teams to prioritize customer requests.
• Monitor customer health metrics, prepare reports, and provide insights to internal stakeholders.
• Identify opportunities for upselling and cross-selling within the existing client base.
• Contribute to the creation of customer success resources, such as best practices documentation, case studies, and training materials.
• Qualifications:
• Bachelor's degree in Business Administration, Marketing, or a related field.
• 5+ years of experience in a customer success, account management, or related client-facing role.
• Proven track record of successful product deployment and value realization in a technology or services company.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proficient in CRM software and customer success tools.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Skills and attributes for success

• Extensive experience in business analysis and requirement gathering from stakeholders
• Programme and project management experience, including management of global stakeholders, working with distributed teams
• A team player with a positive attitude and a strong commitment to delivering exceptional customer service.
• Strategic thinker with a focus on continuous improvement and a drive for achieving excellence in customer satisfaction.
• Empathetic and customer-centric mindset, with a dedication to understanding and fulfilling client needs.
• Strong problem-solving skills and the ability to think critically to overcome challenges.
• Leadership qualities with the ability to mentor and support team members in achieving shared goals.Strong business partnering skills enabling working across teams.
• Ability/credibility to influence key EY and client stakeholders - personal style, experience and approach
• Ability to work independently and deal effectively with ambiguity and change
• A get-it-done mindset

To qualify for the role, you should have

• 5+ years of experience in Manged Services/ consulting inclusive of expertise in working as a fuctional architect/ business analyst
• Demonstrable experience in deploying software products and driving adoption and customer usage in Managed Services
• Experience in deployment and operationalizing software products and customer support
• Bachelor's degree in relevant field required - Business, Computer Science, Engineering or MBA/ Master’s degree
• Project Management Knowledge/Certification a plus
• Well versed with Tools & Technology – Knowledge/ experience in recent trends (like Robotics; Gen AI etc)

What we look for

• Ability to extend our reputation in the marketplace
• Passion for problem-solving and helping our clients with some of their most complex issues
• Ready to Travel (as necessary)
• Base location could be Bangalore/ Gurgaon

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

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