11 days old

Customer Success Analyst- Commercialization (PwC Labs)

Tampa, FL 33607

PwC Labs is focused on standardizing, automating, delivering tools and processes and exploring emerging technologies that drive efficiency and enable our people to reimagine the possible. Process improvement, transformation, effective use of innovative technology and data & analytics, and leveraging alternative delivery solutions are key areas of focus to drive additional value for our firm.Within PwC Labs, our Commercialization team is focused on productizing emerging technologies and platforms and deploying them at scale across our client base. Our team is focused on all aspects of commercialization from product curation and development to defining the go-to-market strategy and ultimate deployment.

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 Associate, 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:

  • Use feedback and reflection to develop self awareness, personal strengths and address development areas.
  • Delegate to others to provide stretch opportunities and coach to help deliver results.
  • Develop new ideas and propose innovative solutions to problems.
  • Use a broad range of tools and techniques to extract insights from from current trends in business area.
  • Review your work and that of others for quality, accuracy and relevance.
  • Share relevant thought leadership.
  • Use straightforward communication, in a structured way, when influencing others.
  • Able to read situations and modify behavior to build quality, diverse relationships.
  • Uphold the firm's code of ethics and business conduct.

The Customer Success Analysts (CSA) works closely with the Customer Success Manager (CSM) to support the post-sale success process. Key results to deliver are to ensure the successful deployment and adoption of our digital solutions and maximize customer retention and satisfaction. A successful CSA is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports clients across their digital transformation initiatives.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
Bachelor Degree

Additional Educational Requirements:

In lieu of a Bachelor Degree, 12 years of professional experience involving technology-focused process improvements, transformations, and/or system implementations

Minimum Years of Experience:
3 year(s)

Preferred Qualifications:

Degree Preferred:
Master Degree

Preferred Fields of Study:
Business Analytics, Computer and Information Science, Business Studies

Preferred Knowledge/Skills:

Demonstrates thorough abilities and/or a proven record of success as a team leader including:

  • Working closely with the CSM to deliver outstanding experiences that drives retention of clients that would lead to renewals, adoption of our products and create references;
  • Supporting relationships with assigned clients, which includes: Increasing adoption, ensuring retention, customer delight and business growth;
  • Establishing a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services; Educating customers on value derived;
  • Working with customers to articulate desired business outcomes; Defining an actionable customer success plan with clear objectives, stakeholders, milestones, risk and metrics needed to achieve them;
  • Executing and tracking the customer success plan to fulfillment of outcomes;
  • Working with cross functional teams to own and ensure customer deployments are completed quickly and efficiently;
  • Supporting customer escalations and liaise with internal teams to get it resolved on priority;
  • Continuing to assess customer progress toward stated goals and drive expected results in the areas of adoption, usage, business value, friction and overall relationship; and,
  • Engaging regularly with customers via strategic and operational discussions.

Demonstrates thorough knowledge and/or a proven record of success in:

  • Understanding underlying client business problems;
  • Demonstrating potential in developing and sustaining client relationships, preparing and presenting complex written and verbal materials;
  • Utilizing effectively written and verbal business communication skills within a professional business services environment, including interacting with clients and firm staff and/or management;
  • Communicating well with both technical and non-technical audiences;
  • Understanding of business operations and procedures;
  • Demonstrating organizational and project management skills; and,
  • Working in a fast-paced, dynamic environment.

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.


Posted: 2020-03-17 Expires: 2020-04-17

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Customer Success Analyst- Commercialization (PwC Labs)

Tampa, FL 33607

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