EY Catalyst Client Success Lead

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

EY Catalyst designs, develops, and delivers Software as a Service (SaaS) and IP based products.  We work across industries and geographies working with some of the largest global companies to transform their operational and supply chain performance using our digital tools and processes.  EY has been recognised as a global leader in manufacturing and broader supply chain transformation and EY Catalyst has a pivotal role in continuing to grow this reputation.
 

As the Client Success Lead, you will play a pivotal role in ensuring the successful product adoption and ongoing satisfaction of our clients. You will lead a team dedicated to driving product adoption, providing client support, and fostering strong client relationships. As a key member of the leadership team, you will champion the client perspective and ensure client centricity in our business strategy. 

Your key responsibilities 

• Lead and manage the Client Success team, providing guidance, coaching, and support to ensure team members meet their goals and deliver exceptional service to our clients. 
• Develop and maintain strong, long-lasting relationships with key clients. Direct Client Success resources to provide optimal client support at the various stages of the client lifecycle. 
• Collaborate with cross-functional teams, including product development and sales and marketing to ensure alignment on client needs and priorities. 
• Monitor and analyze key performance indicators (KPIs) related to client success, identifying areas for improvement and implementing strategies to drive client satisfaction and retention.
• Work in partnership with product leadership, ensuring close alignment between client needs and product development strategies to drive innovation and deliver solutions that exceed client expectations.
• Oversee the 24/7 end-user support function, ensuring timely and effective resolution of user issues and escalations.
• Monitor and report on KPIs related to end-user support; identify areas for improvement and implement corrective actions as necessary. 
• Collaborate with the technical support team to streamline processes and improve the overall end-user support experience. Serve as a point of escalation for complex end-user issues, working closely with the technical support and product teams to resolve issues in a timely manner.
• Stay up to date with industry trends and best practices in client success management, applying this knowledge to enhance our client success strategies and processes.
• Participate in the EY service quality processes.
• Support the sales and engagement planning process by effectively communicating the features, functions and value our products provide.
   

Skills and attributes for success 

• Proven track record of leading high-performing teams and driving client success in a highly demanding and complex business environment. 
• Strong communication, negotiation, and interpersonal skills, with the ability to build rapport and trust with clients and internal stakeholders.
• Excellent analytical and problem-solving skills, with a keen attention to detail.
• Ability to thrive in a collaborative, cross-functional virtual team environment.
   

To qualify for the role, you must have 

• Bachelor's degree (or equivalent) in business, marketing, or a related field.
• 15+ years of experience in Client Success, account management, or related field, preferably in the global services industry.
• At least 5 years of experience in a Client Success Lead role in a business-to-business product organization developing and supporting products that enables people change at scale. 
   

What we offer

As part of this role, you'll work in a highly integrated, global team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Here’s a snapshot of what we offer: 

• 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.

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team. 

The exceptional EY experience. It’s yours to build.
 

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