Role: Customer Success Account Manager (CSAM)
Your potential, unleashed.
India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realise your potential amongst cutting edge leaders, and organisations shaping the future of the region, and indeed, the world beyond.
At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.
The team
The Deloitte South Asia strategic growth team serves as a central pillar driving growth and transformation within DSA, spanning several business lines and various technology functions. We are established as a centralized team collaborating across consulting, implementation, and operation to maintain and enhance client value offerings and services. We innovate conventional approaches, leveraging Deloitte technology, differentiated domain expertise, intellectual property, talent, and capacity to embed continuous advantage and deliver enhanced business value.
In this team, our focus is on catering to the unique needs and preferences of clients in the South Asia region. Your role within this dynamic team is essential for establishing networks and relationships across the client stakeholder ecosystem and ensuring service fulfillment. Additionally, you will collaborate closely with other Deloitte leadership and stakeholders dedicated to the client. Your contributions will involve nurturing new and existing relationships, supporting presales life cycles, and playing a pivotal role in driving the success of DSA business growth for the specific client.
You will be part of a global organization that is making a measurable impact that matters every day.
Your work profile
We are looking for a customer success account manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships, implementing new programs that will increase Deloitte business’ revenue potentials and minimize churn rates.
As a Customer Success Account Manager, you will be the single point of contact and account leader, working at the forefront of business development, accelerating growth, and strengthening relationships and expanding services to Deloitte's most important clients. Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with customers, partners, and prospects in an account ecosystem to drive success, win new business, create more value and success for our clients.
This is a great opportunity to join expanding growth team, leveraging Deloitte’s network and capabilities to grow and build a world-class offerings, technology-solutions, and services to our estimated clients across Deloitte business services and domains.
You possess experience collaborating with and effectively engaging executives, senior leadership, partners, and teams to foster business development, value creation, and the overall growth of the DSA business.
Responsibilities:
- Client Relationship Management:
- Develop and maintain strong, positive relationships with clients in the India region.
- Act as the primary point of contact for client inquiries, concerns, and escalations.
- Manage relationship with various stakeholders, manage multiple priorities, and resolve conflicts.
- Customer Success:
- Understand clients' business goals and challenges, ensuring our products and services align with their objectives.
- Collaborate with clients to develop and implement success plans, maximizing the value they derive from our offerings.
- Account Growth:
- Identify opportunities for account growth and expansion, working closely with the enterprise architect and sales team to introduce new and additional offerings or services to the client stakeholders.
- Work with the account leaders to develop account strategy, facilitate execution, track the progress, and report them.
- Act as an advisor to the account leadership by sieving through information and providing different perspectives
- Analyze reports and draw inferences on Opportunity Management, Account financials, Client Service Assessment and Contract Management etc.
- Ensure clients are aware of new offerings, services, and updates.
- Issue Resolution:
- Address and resolve customer issues in a timely and effective manner.
- Collaborate with internal teams to ensure prompt resolution and client satisfaction.
- Feedback and Insights:
- Gather client feedback and insights to inform service development and enhancements.
- Provide regular updates to internal teams on client needs and expectations.
Qualifications:
- Educational Background:
- 15+ years of professional experience in account management, customer management, marketing, or business development field.
- Master’s degree in Business, Information Technology, or a related field.
- Experience:
- Proven experience in a customer success or account management role, preferably in the technology or SaaS industry.
- Familiarity with the India based GCC market is a must.
- <Life Science/ Consumer/ Energy> industry expertise is added advantage.
- Communication Skills:
- Excellent verbal and written communication skills.
- Ability to communicate effectively with clients and internal teams.
- Customer-Centric Approach:
- Strong customer service orientation with a focus on ensuring client success.
- Problem-Solving Skills:
- Effective problem-solving skills with the ability to address and resolve issues in a proactive manner.
- Collaboration:
- Ability to collaborate with internal and external teams to achieve customer success goals.
- Innovation and Adaptability:
- Demonstrated ability to craft innovative strategies and adapt to evolving client needs.
- Proven ability to work in a fast-paced, dynamic environment.
- Motivated, energetic, and self‐directed.
- Capable of building effective working relationships with internal stakeholders across multiple business areas, functions, and geographies.
- Flexibility and adaptability to different cultures, time zones, and work practices, adjusting communication and approach accordingly.
If you are a dedicated and results-driven individual with a passion for customer success, we invite you to apply for the position of Customer Success Account Manager for Deloitte South Asia. Join our team and play a key role in ensuring our clients' success and satisfaction.
Location and way of working
- Base location: Multiple locations open
- This profile involves frequent travelling to client locations
- Hybrid is our default way of working. Each domain has customised the hybrid approach to their unique needs.
Your role as a leader
We expect our people to embrace and live our purpose by challenging themselves to identify issues that are most important for our clients, our people, and for society.
In addition to living our purpose, leaders across our organization must strive to be:
- Inspiring - Leading with integrity to build inclusion and motivation
- Committed to creating purpose - Creating a sense of vision and purpose
- Agile - Achieving high-quality results through collaboration and Team unity
- Skilled at building diverse capability - Developing diverse capabilities for the future
- Persuasive / Influencing - Persuading and influencing stakeholders
- Collaborating - Partnering to build new solutions
- Delivering value - Showing commercial acumen
- Committed to expanding business - Leveraging new business opportunities
- Analytical Acumen - Leveraging data to recommend impactful approach and solutions through the power of analysis and visualization
- Effective communication – Must be well abled to have well-structured and well-articulated conversations to achieve win-win possibilities
- Engagement Management / Delivery Excellence - Effectively managing engagement(s) to ensure timely and proactive execution as well as course correction for
the success of engagement(s)
- Managing change - Responding to changing environment with resilience
- Managing Quality & Risk - Delivering high quality results and mitigating risks with utmost integrity and precision
- Strategic Thinking & Problem Solving - Applying strategic mindset to solve business issues and complex problems
- Tech Savvy - Leveraging ethical technology practices to deliver high impact for clients and for Deloitte
- Empathetic leadership and inclusivity - creating a safe and thriving environment where everyone's valued for who they are, use empathy to understand others to adapt our behaviours and attitudes to become more inclusive.
How you’ll grow
Connect for impact
Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.
Empower to lead
You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.
Inclusion for all
At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.
Drive your career
At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.
Everyone’s welcome… entrust your happiness to us
Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.
Interview tips
We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.
