PwC Customer Success Manager in United States
Specialty/Competency: Advisory – Other
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%
A career in Products and Technology would provide you the opportunity to be part of an organization that is building a leading tech experience that solves big challenges for our firm and our clients. Our products and tech-driven solutions are how we move faster, cut through complexity and fuel growth. We start with the problem and solve it with experience and tech know-how. Our skilled technologists, data scientists, product managers and business strategists are passionate about using technology to accelerate change.
Our external facing team is responsible for deploying reliable solutions, driving value and building relationships that result in customer loyalty and satisfaction, onboarding, product adoption, retention and growth for our clients.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
Develop new skills outside of comfort zone.
Act to resolve issues which prevent the team working effectively.
Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
Analyse complex ideas or proposals and build a range of meaningful recommendations.
Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
Address sub-standard work or work that does not meet firm's/client's expectations.
Use data and insights to inform conclusions and support decision-making.
Develop a point of view on key global trends, and how they impact clients.
Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
Simplify complex messages, highlighting and summarising key points.
Uphold the firm's code of ethics and business conduct.
Additional Responsibilities :
This role entails working directly with customers of various sizes, and being tasked with addressing customer business challenges using the product, supporting and monitoring a portfolio of customer accounts and expanding their use of the product over time in a cost-effective manner. This role has responsibility for customer onboarding/implementation, monitoring and analytics, account nurturing and upselling and insights-gathering to help improve the product and enhance team efficiency.
Custom Orgs :
Global LoS :
Global Network :
Advisory – Other
Global Competency Network :
Advisory – Other
Programme Type :
Contract Type – Not Applicable
Other – Justification :
child customer success
Job Requirements and Preferences :
Basic Qualifications :
Minimum Degree Required :
Additional Educational Requirements :
In lieu of a Bachelor Degree, 12 years of professional experience involving technology-focused process improvements, transformations, and/or system implementations.
Minimum Years of Experience :
Preferred Qualifications :
Degree Preferred :
Preferred Knowledge/Skills :
Demonstrates extensive-level abilities with success managing the identification and addressing of client needs:
Understanding the use cases, personas and value of each product within different client industries;
Understanding the features and capabilities as well as technical architecture of each product;
Understanding all Sales & Marketing materials that exist and provide demos for prospects and targets as required;
Understanding and be prepared to deliver training programs for users
Working with product and practice teams to create customer success playbooks including customer journey, touchpoints, decision points, and renew/cross sell/upsell opportunities;
Serving as PoC for digital product client-users, building relationships, swiftly resolving concerns and dispatching product team, documentation/training, tech support or activation as necessary;
Driving renewal rates and opportunities to upsell and cross-sell licenses and services
Contributing to product backlog through direct client feedback on features and functions;
Collaborating with Activation team at start of deploy, and if necessary, customize approach for each client to ensure smooth transition;
Having previous experience with go to market strategy and planning, customer success or client service in a selected realm;
Demonstrating strong program management skills and ability to self-direct work;
Demonstrating strong written and verbal communication skills;
Demonstrating strong background in liaising with and coordinating with stakeholders across multiple groups, including senior stakeholders;
Managing multiple complex concurrent projects at once; and,
Working experience with SFDC, Aha, and Confluence.
For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoadvisorymanager .
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
Please note that, at this time, to be in-person at a PwC office, client location or PwC-sponsored events, you must be fully vaccinated against COVID-19.