Customer Success Sr Manager- Commercialization (PwC Labs)
Professional Diversity Network
Dallas, TX, USA
PwC Labs is focused on standardizing, automating, delivering tools and processes and exploring emerging technologies that drive efficiency and enable our people to reimagine the possible. Process improvement, transformation, effective use of innovative technology and data & analytics, and leveraging alternative delivery solutions are key areas of focus to drive additional value for our firm.
Within PwC Labs, our Commercialization team is focused on productizing emerging technologies and platforms and deploying them at scale across our client base. Our team is focused on all aspects of commercialization from product curation and development to defining the go-to-market strategy and ultimate deployment.
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 an authentic and inclusive leader, at all grades/levels and in all lines of service. 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 Senior 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:
Take action to ensure everyone has a voice, inviting opinion from all.
Establish the root causes of issues and tackle them, rather than just the symptoms.
Initiate open and honest coaching conversations at all levels.
Move easily between big picture thinking and managing relevant detail.
Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
Develop specialised expertise in one or more areas.
Advise stakeholders on relevant technical issues for their business area.
Navigate the complexities of global teams and engagements.
Build trust with teams and stakeholders through open and honest conversation.
Uphold the firm's code of ethics and business conduct.
The Customer Success Sr Manager (CSM) owns the post-sale success process. Key results to deliver are to establish the successful deployment and adoption of our digital solutions and maximize customer retention and satisfaction. A successful CSM is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports clients across their digital transformation initiatives.
Job Requirements and Preferences:
Minimum Degree Required: Bachelor Degree
Additional Educational Requirements:
In lieu of a Bachelor Degree, 12 years of professional experience that includes managing technology-focused process improvements, transformations, and/or system implementations.
Minimum Years of Experience: 7 year(s)
Degree Preferred: Master Degree
Preferred Fields of Study: Business Analytics, Computer and Information Science, Management Information Systems, Computer Engineering, Business Studies
Professional Certification in Project Management (PMP), Six Sigma Black Belt/Lean Black Belt/Master Black Belt, Certified Business Intelligence Professional (CBIP), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Developer (MCSD)
Demonstrates intimate abilities and/or a proven record of success as a team leader in the following areas:
Delivering outstanding experiences that drives retention of clients that would lead to renewals, adoption of our products and create references;
Owning relationship with assigned clients, which includes: Increasing adoption, establishing retention, customer delight and business growth;
Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services; Educate customers on value derived;
Working with customers to articulate desired business outcomes by defining an actionable customer success plan with clear objectives, stakeholders, milestones, risk and metrics needed to achieve them;
Executing and tracking the customer success plan to fulfillment of outcomes;
Working with cross functional teams to own and establish customer deployments are completed quickly and efficiently;
Identifying and/or developing upsell and cross-sell opportunities;
Owning customer escalations and liaise with internal teams to get it resolved on priority;
Continuing to assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship;
Engaging regularly with customers via strategic and operational discussions;
Identifying and facilitating training programs that will improve product knowledge, product usage, process know-how in the customer teams;
Defining, measuring, and improving operational metrics and track through dashboards and operational reviews for effective CSM operations; and,
Promoting a customer-centric mindset across the organization and align initiatives across cross-functional teams.
Demonstrates intimate-level abilities and/or a proven record of success managing efforts identifying and addressing client and business needs including:
Understanding underlying client business problems;
Developing and sustaining client relationships, preparing and presenting complex written and verbal materials;
Defining resource requirements, project workflow, budgets, billing and collection;
Utilizing effectively written and verbal business communication skills within a professional business services environment, including interacting with clients and firm staff and/or management;
Communicating well with both technical and non-technical audiences;
Demonstrating proven teamwork and interpersonal skills with proven ability to influence cross-functional teams without formal authority;
Possessing in depth understanding of business operations and procedures;
Demonstrating proven organizational, project management, and leadership skills; and,
Working in a fast-paced, dynamic environment.
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.