Customer Success Senior Manager - Saas Product

Pwc Philadelphia , PA 19107

Posted 4 weeks ago

A career in our Customer Success practice, within New Business Ventures, will provide you with the opportunity to invest in new business models that leverage our knowledge and build solutions for the growing digital market. New Business Ventures identifies, develops, and commercialises technology-enabled solutions that deliver PwC value, knowledge, and experience to our clients. Each new solution focuses on data-driven platforms or other intellectual property based solutions that leverage emerging technologies and new business models. Through the process of building new solutions, we foster a culture of innovation within PwC, extend brand relevance in the market, and generate new revenue. Our team is responsible for developing relationships that promote customer retention, satisfaction and loyalty.

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.

As a Customer Success Senior Manager, you will be responsible for managing client engagements and customer deployments of the Terrain Insights solution. Working directly with industry leading clients, you will be tasked with solving key business problems. You will be working on a team that includes Sales, Customer Success, and PwC Advisory consulting teams to deliver world class solutions that establish our customers and clients meet their goals.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:

High School Diploma

Minimum Years of Experience:
6 year(s)

Preferred Qualifications:

Degree Preferred:

Bachelor Degree

Certification(s) Preferred:

IT Service Management (ITSM)/configuration and asset management (CMDB), cybersecurity, privacy, or cloud transformation

Preferred Knowledge/Skills:

Demonstrates intimate knowledge and/or proven success in executing various aspects of client engagements and/or projects within a professional services environment, and with customer success approaches including knowledge in the following areas:

  • Managing a portfolio of client engagements and/or customers;

  • Using the PwC Terrain Insights application and data to conduct and manage infrastructure and network analysis of customer environments;

  • Designing customer success strategies that help clients solve business challenges using the Terrain Insights technology and PwC consulting services;

  • Delivering projects on time and budget;

  • Managing full customer lifecycle once initial deployment engagements are complete;

  • Identifying and exploring business development opportunities with new and existing clients;

  • Initiating and managing client relationships, including meeting and workshop facilitation;

  • Writing, communicating, facilitating, and presenting cogently to client executives, business, and technology personnel;

  • Assisting clients in building business cases and defining value using data-driven approaches and business intelligence;

  • Developing the project team, assessing engagement risks throughout, defining then meeting success criteria, managing customer success plans;

  • Managing user onboarding/training/support and producing deliverables and outputs;

  • Training colleagues and clients to use the platform for network analysis of customer insights;

  • Coaching and supervising team members;

  • Leading and delivering projects designed to convert pilot projects into long term customers;

  • Managing the development of client deliverables as an engagement team leader and/or project manager;

  • Interacting with clients, stakeholders, the product team and engineering groups to influence new product features and solutions;

  • Displaying experience with data management, ETL and visualization tools - e.g. Alteryx, Tableau, PowerBI, Cognos, etc.; and,

  • Preparing and/or coordinating technical documentation production to support client presentations on complex technical topics.

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.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

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Customer Success Senior Manager - Saas Product