EY Customer Success Manager 

United Kingdom, England, London 

581892314

The objectives of the SaaS CoE are twofold:

• Operational management of Tax and Law SaaS solutions
• Sales enablement and support to drive the market success of these solutions

Your Key Responsibilities

• Your responsibilities will include:
  • Conduct product feature overviews, best practices sessions, and in-depth product adoption audits for our Indirect Tax SaaS customers.
  • Monitor client usage and identify opportunities for proactive outreach to offer assistance, identify potential issues, and provide solutions.
  • Develop product best practices content tailored for individual clients and for broader distribution. Run best practices webinars for customers.
  • Work closely with the Product team to incorporate product updates into content and client sessions.
  • Gather client feedback after each interaction and contribute to the Voice of the Customer program.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer centricity, advocacy, and ultimately retention.
  • Contribute to operational excellence of the SaaS CoE, helping to maintain internal stakeholders’ alignment and improve processes.
  • Help to promote and streamline the operations of the SaaS CoE.

• Skills and Attributes for Success
  • 5+ years relevant work experience in customer success, strategic consulting or SaaS companies.
  • Extensive hands-on experience with SaaS tax technology platforms.
  • Demonstrated ability to quickly learn and adapt to new technologies.
  • Proficient in engaging clients in meaningful conversations about the technology’s functionality and the business value it delivers.
  • A passion for delivering exceptional customer experiences and a commitment to helping clients succeed.
  • Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.

• Ideally, You’ll Also Have
  • Indirect Tax knowledge.
  • Strong technical understanding and experience with SaaS products.

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.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.