Digital - Activation & Customer Success - Sr Manager

Specialty/Competency: Activation & Customer Success
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%
A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team activates/implements existing products for our customers in order to ensure the customer is able to increase/sustain the use of those products in ways that continue to generate meaningful value for our clients.
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 a purpose-led and values-driven leader at every level. 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 Manager, 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:

• Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
• Deal effectively with ambiguous and unstructured problems and situations.
• Initiate open and candid coaching conversations at all levels.
• Move easily between big picture thinking and managing relevant detail.
• Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
• Contribute technical knowledge in area of specialism.
• Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
• Navigate the complexities of cross-border and/or diverse teams and engagements.
• Initiate and lead open conversations with teams, clients and stakeholders to build trust.
• Uphold the firm's code of ethics and business conduct.

This role entails working directly with customers of various sizes, and being tasked with addressing customer business challenges using the product, supporting and monitoring a portfolio of customer accounts and expanding their use of the product over time in a cost-effective manner. This role has responsibility for customer onboarding/implementation, monitoring and analytics, account nurturing and upselling and insights-gathering to help improve the product and enhance team efficiency.
Job Requirements and Preferences:
Basic Qualifications:
Minimum Degree Required:
Bachelor Degree
Additional Educational Requirements:
Bachelor's degree or in lieu of a degree, demonstrating, in addition to the minimum years of experience required for the role, three years of specialized training and/or progressively responsible work experience in technology for each missing year of college.
Minimum Years of Experience:
8 year(s)
Preferred Qualifications:
Degree Preferred:
Master Degree
Preferred Fields of Study:
Business Analytics, Business Administration/Management, Business Communications, Economics, Marketing, Computer and Information Science
Preferred Knowledge/Skills:
Demonstrates intimate abilities and/or a proven record of success as both an individual contributor and team member in the following areas:

• Communicating with customers in an engaging and empathetic way;
• Prioritizing amidst multiple competing sales outreach and product support priorities;
• Training customers and demonstrating industry leading practices on the platform;
• Being very responsive to customer support requests, track, escalate and manage until resolution all support requests;
• Analyzing training, onboarding, and support outcomes to help identify ways to streamline internal processes, optimize customers touchpoints and recommend possible improvements to the technology platform;
• Developing a keen understanding of customers' common business needs and challenges and help identify technology usage patterns that address these needs;
• Acting as an advocate for the customer, representing when appropriate customer perspectives with other internal teams;
• Managing expectations regarding the product roadmap;
• Cultivating relationships with client stakeholders and working to keep them fully engaged with the platform in cost-effective ways;
• Identifying early warning signs of risk and responding appropriately to address customer concerns and reduce customer churn;
• Training non-technical users on new software;
• Multitasking and handling matters with little supervision and follow up;
• Paying attention to detail, project management, interpersonal, written communication, and organizational skills;
• Owning multiple problems and fully executing on solutions;
• Displaying unique ability to convey technical details to an audience with little to no technical background;
• Applying experience with project management and support management software; and,
• Possessing experience in a greenfield project or start-up.

Learn more about how we work: https://pwc.to/how-we-work
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
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.
For positions in California, Colorado, Hawaii, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in New York State, please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechseniormanager