Customer Success Manager, Tax Technology

Ernst & Young Advisory Services Sdn Bhd; London; On-site; GBP 40,000 - 80,000

Job description

Location: London

Other locations: Anywhere in Region

Date: Mar 27, 2025

Requisition ID:

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The Opportunity

With the continuing and rapid development of tax technology solutions, particularly Software-as-a-Service (SaaS) solutions, it is necessary to enhance our operational models to achieve success in the future. In preparation for the future, EY Tax and Law have created a new "Centre of Excellence" (CoE) to support SaaS solutions throughout their lifecycle.

The objectives of the SaaS CoE are twofold:

• Operational management of Tax and Law SaaS solutions
• Sales enablement and support to drive the market success of these solutions

The SaaS CoE currently supports Tax and Law solutions such as the Global VAT Reporting Tool (GVRT) and the Global Tax E-invoicing Solution (GTES), with this number of solutions expected to grow rapidly. In joining the SaaS CoE, you will have an exciting opportunity to contribute to the ongoing success of this new business unit, becoming deeply embedded in the customer-facing activities and ensuring that clients receive exceptional support and guidance throughout their journey with our technology solutions.

Your Key Responsibilities

As a trusted advisor, you will assist customers in enhancing adoption and accelerating the realization of value from our Tax SaaS products. You will proactively anticipate client needs, ensure successful delivery, and provide expert guidance to help customers fully leverage the potential of our solutions. By partnering with Engagement teams, you will drive alignment and consistency across Indirect Tax SaaS customer interactions. Your empathy, combined with a strong focus on customer centricity, advocacy, and retention, will be key in maintaining high levels of customer engagement and satisfaction.

• Your responsibilities will include:
  • Conduct product feature overviews, best practices sessions, and in-depth product adoption audits for our Indirect Tax SaaS customers.
  • Monitor client usage and identify opportunities for proactive outreach to offer assistance, identify potential issues, and provide solutions.
  • Develop product best practices content tailored for individual clients and for broader distribution. Run best practices webinars for customers.
  • Work closely with the Product team to incorporate product updates into content and client sessions.
  • Gather client feedback after each interaction and contribute to the Voice of the Customer program.
  • Maintain high levels of customer engagement and satisfaction with a focus on customer centricity, advocacy, and ultimately retention.
  • Contribute to operational excellence of the SaaS CoE, helping to maintain internal stakeholders' alignment and improve processes.
  • Help to promote and streamline the operations of the SaaS CoE.
• Skills and Attributes for Success
  • 5+ years relevant work experience in customer success, strategic consulting or SaaS companies.
  • Extensive hands-on experience with SaaS tax technology platforms.
  • Demonstrated ability to quickly learn and adapt to new technologies.
  • Proficient in engaging clients in meaningful conversations about the technology's functionality and the business value it delivers.
  • A passion for delivering exceptional customer experiences and a commitment to helping clients succeed.
  • Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
• Ideally, You'll Also Have
  • Indirect Tax knowledge.
  • Strong technical understanding and experience with SaaS products.

What We Look For

Those who lead with empathy, are curious self-starters, and have a passion for technology and the ambition to use it to power the human enterprise.

What we offer you

At EY, we'll develop you with future-focused skills and equip you with world-class experiences. We'll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

Are you ready to shape your future with confidence? Apply today.

To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.

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