EY Customer Success Manager Tax Technology 

United Kingdom, England, London 

808826873

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.