Global Tax Technology Customer Success and Strategy Leader, Senior Manager

Global Tax Technology Customer Success and Strategy Leader, Senior ManagerReference Code 5420

Country:

US Locations: USA - Birmingham; USA - Boise; USA - Cincinnati; USA - Cleveland; USA - Colorado Springs; USA - Columbus; USA - Davenport; USA - Dayton; USA - Des Moines; USA - Grand Rapids; USA - Hermitage; USA - Indianapolis; USA - Jacksonville; USA - Kansas City; USA - Louisville; USA - Memphis; USA - Midland; USA - Nashville; USA - New Orleans; USA - Omaha; USA - Pittsburgh; USA - San Antonio; USA - St.

Louis; USA - Tampa; USA - Tulsa

Deloitte Global is the engine of the Deloitte network.

Our professionals reach across disciplines and borders to develop and lead global initiatives.

We deliver strategic programs and services that unite our organization.

Work you'll do

The Customer Success & Strategy Leader is responsible for driving the execution of the Global Tax & Legal (GTL) customer success vision, operating strategy, and business transformation initiatives across Deloitte's tax technology ecosystem for Global Tax & Legal Support.

This role partners with business stakeholders, product teams, and support operations to enhance the end-user support experience, improve service delivery, drive adoption of support capabilities, and advance strategic support initiatives across GTL platforms.

Essential Job Functions

Develop the strategy for and oversee execution of the GT&L Product Support and Business Operations technology; example technologies include Genesys, ServiceNow CSM, as well as leveraging Power BI for data insights.

Drive AI, automation, and digital transformation initiatives for the GT&L Support organization, identifying opportunities to leverage GenAI and emerging technologies to enhance customer experience, practitioner productivity, service quality, and operational scalability.

Manage relationships with member firms and geographic stakeholders related to support processes, ensuring support priorities, service expectations, onboarding needs, and regional requirements are effectively understood and addressed.

Establish customer success frameworks that drive adoption, engagement, and satisfaction

Lead strategic analysis and research initiatives to identify and implement forward-looking solutions that drive support effectiveness creating an exceptional user experience.

Champion the voice of the customer within the support organization, leveraging customer feedback, support trends, and adoption insights to improve the end-user experience and drive CSAT outcomes.

Collaborate closely with the Product Support Lead to seamlessly integrate new projects into operations.

Lead cross-functional strategic programs and integrations, partnering with Product, Engineering, DevOps, and Support Operations teams to deliver seamless customer support experiences and achieve business objectives

Serve as a trusted partner and liaison to internal and external stakeholders for support processes, while focusing on talent development and performa...