Technical Customer Success Analyst / Specialist, Product Factory, Digital Financial Advisory, St Albans / London

Job Description

Your opportunity You will be working collaboratively as part of a team to deliver high quality, high impact service. Within the Product Factory of Digital Financial Advisory (DFA) it is expected that every member of the Customer Success Team takes ownership of the complete customer journey from onboarding to off boarding. To achieve this you will have to be a products and solutions expert, providing proactive and reactive consultation, support to external and internal client teams and partners. You will be the expert supporting the Customer Success Managers during the delivery process and communicate with stakeholders when required while building your own brand as a Subject Matter Expert (SME). Your role You will understand and model a variety of differing business end-to-end process flows, providing Subject Matter Expertise (SME) input in product delivery from a customer perspective. Are you looking to return to the workplace after an extended career break For this role we can offer coaching and support designed for returners to refresh your knowledge and skills, and help your transition back into the workplace after a career break of 2 years or more. If this is relevant for you, just let your recruiter know when you make your application. As a Customer Success Analyst/Specialist, you will: • Support the customisation of products, platforms and services for UK and international customers both for minimum viable products and actual engagements • Work effectively in diverse teams within an inclusive team culture where people are recognised for their contribution • Continuously seek improvements via customer feedback and monitor existing products and solutions to resolve product deficiencies and improve products and solutions through suggestions • Directly support business units and their clients whilst maintaining a high level of quality and maximising efficiency • Become an expert of group owned products and services both internally and externally • Build own brand as a products and solutions subject matter expert • Report on time expended against customer deliveries. Your work, your choice At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you. Location: St Albans with occasional domestic and international travel with an option of working from home. Work pattern: This is a permanent opportunity. The role can be worked on a full-time basis Our team members work a variety of agile working patterns. Tell us what arrangement works for you and well try to accommodate. Your professional experience To qualify for the role you must have / be: - Experience in building a sense of customer success across a business and a companys understanding of what makes the company appealing to customers - Good communicator / empathy - Genuine interest in the user journey prior, during and post on-boarding - Data analysis and visualisation using standard tools (e.g. Excel, VBA, R, Python, Tableau) - Proven ability to manage your own workload and enjoy helping customers succeed in using products and solutions, with proper timely follow-ups - A self-starter with a strong level of drive and motivation - Demonstrated success in addressing client problems creatively as well as to proactively find solutions to problems - Experience in building relationships - Understanding of business modeling languages and corresponding tools Additional desirable experience includes: - Knowledge of JIRA, Confluence, Aha! and any other customer success tools - Experience working with large amounts of data (e.g. SQL or similar) and with survey tools (e.g. Wootric or similar) to produce actionable insights while addressing client problems - Basic understanding of JSON and scripting languages (e.g. DotLiquid or similar) - Support with investigations/red flags in metrics, working across internal cross-functional teams Your service line: Financial Advisory Advising clients in the moments that define their business takes multiple layers of expertise. Much more than due-diligence, this is about diverse teams of specialists coming together, crossing service lines and international borders to tackle the many, complex issues involved in major transactions. And we have one of the broadest networks in the business. Here, youll find fascinating, career-building projects, market leading approaches, cutting-edge resources, huge clients and inspirational colleagues. As well as opportunities to develop a deep industry or product specialism. Personal independence Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process. About Deloitte Our Purpose & Strategy To make an impact that matters for our clients, our people and society - defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, its about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent. What do we do Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world. Beyond the UK: Deloitte North and South Europe The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East (Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners and over 50,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports o