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GMS-Senior-Customer Success Analyst
Ernst & Young
posted 7hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Develop and maintain a thorough understanding of our products and services to provide expert guidance to clients.
- Lead the product deployment process, ensuring a smooth and successful implementation that meets client needs.
- Collaborate with the Value Realization Office to track, measure, and enhance the value delivered to clients through our services.
- Establish and nurture long-term relationships with clients, acting as the primary point of contact for all customer success-related inquiries.
- Create and execute customer success plans that outline critical success factors, potential issues, and provide recommendations.
- Coordinate with cross-functional teams to address customer concerns and ensure a cohesive service experience.
- Facilitate regular check-ins with clients to discuss their evolving needs and to provide strategic guidance.
- Advocate for customer needs/issues cross-departmentally and work with internal teams to prioritize customer requests.
- Monitor customer health metrics, prepare reports, and provide insights to internal stakeholders.
- Identify opportunities for upselling and cross-selling within the existing client base.
- Contribute to the creation of customer success resources, such as best practices documentation, case studies, and training materials.
- Qualifications
- Bachelors degree in Business Administration, Marketing, or a related field.
- 5+ years of experience in a customer success, account management, or related client-facing role.
- Proven track record of successful product deployment and value realization in a technology or services company.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
- Proficient in CRM software and customer success tools.
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
Skills and attributes for success
- Extensive experience in business analysis and requirement gathering from stakeholders
- Programme and project management experience, including management of global stakeholders, working with distributed teams
- A team player with a positive attitude and a strong commitment to delivering exceptional customer service.
- Strategic thinker with a focus on continuous improvement and a drive for achieving excellence in customer satisfaction.
- Empathetic and customer-centric mindset, with a dedication to understanding and fulfilling client needs.
- Strong problem-solving skills and the ability to think critically to overcome challenges.
- Leadership qualities with the ability to mentor and support team members in achieving shared goals.Strong business partnering skills enabling working across teams.
- Ability/credibility to influence key EY and client stakeholders - personal style, experience and approach
- Ability to work independently and deal effectively with ambiguity and change
- A get-it-done mindset
To qualify for the role, you should have
- 5+ years of experience in Manged Services/ consulting inclusive of expertise in working as a fuctional architect/ business analyst
- Demonstrable experience in deploying software products and driving adoption and customer usage in Managed Services
- Experience in deployment and operationalizing software products and customer support
- Bachelors degree in relevant field required - Business, Computer Science, Engineering or MBA/ Master s degree
- Project Management Knowledge/Certification a plus
- Well versed with Tools & Technology - Knowledge/ experience in recent trends (like Robotics; Gen AI etc)
- Ability to extend our reputation in the marketplace
- Passion for problem-solving and helping our clients with some of their most complex issues
- Ready to Travel (as necessary)
- Base location could be Bangalore/ Gurgaon
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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Ernst & Young Bangalore / Bengaluru Office Locations
Bangalore Office
Ernst & Young, 3rd Floor, Tower C, RMZ Infinity Municipal No. 3, Survey No 1477/2 & 10, Old Madras Road, Benniganahalli, K.R. Puram
Bangalore
Karnataka 560016
Karnataka 560016
Bengaluru Office
Ernst & Young
Tower C, 3rd Floor, RMZ Infinity
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560016 Bengaluru
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No. 24, Vittal Mallya Road
Bengaluru
Bengaluru
560001
560001
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