Customer Success Manager

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 

The Opportunity

With the continuing and rapid development of tax technology solutions, particularly Software-as-a-Service (SaaS) solutions, it is necessary to enhance our operational models to achieve success in the future. In preparation for the future, EY Tax and Law have created a new “Centre of Excellence” (CoE) to support SaaS solutions throughout their lifecycle.

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

The SaaS CoE currently supports Tax and Law solutions such as the Global VAT Reporting Tool (GVRT) and the Global Tax E-invoicing Solution (GTES), with this number of solutions expected to grow rapidly. In joining the SaaS CoE, you will have an exciting opportunity to contribute to the ongoing success of this new business unit, becoming deeply embedded in the customer-facing activities and ensuring that clients receive exceptional support and guidance throughout their journey with our technology solutions.

Your Key Responsibilities

As a trusted advisor, you will assist customers in enhancing adoption and accelerating the realization of value from our Tax SaaS products. You will proactively anticipate client needs, ensure successful delivery, and provide expert guidance to help customers fully leverage the potential of our solutions. By partnering with Engagement teams, you will drive alignment and consistency across Indirect Tax SaaS customer interactions. Your empathy, combined with a strong focus on customer centricity, advocacy, and retention, will be key in maintaining high levels of customer engagement and satisfaction.

• 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 Look For

Those who lead with empathy, are curious self-starters, and have a passion for technology and the ambition to use it to power the human enterprise.

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.

Please apply to this role only through the ‘Apply’ link (not through the local office). Your application will then be routed to the appropriate recruiting team. 

The exceptional EY experience. It’s yours to build.

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