Global Tax Technology Customer Success and Strategy Leader, Senior ManagerReference Code 5420
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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 performance management.
The team
Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.
Qualifications
Minimum 15 years industry experience including 10 years' experience leading business operations, product support, or customer experience projects, including ownership of project strategy, delivery, and measurable outcomes for large scale, global applications with 5 years of experience implementing support technology projects,
Demonstrated proficiency with customer support and case management platforms (e.g., Genesys, ServiceNow CSM/Now Assist) and the ability to translate customer business needs into technology projects.
Experience with complex project strategy partnering effectively with technical teams, vendors, product teams, and customer success leads.
Working knowledge of Gen AI and/or Agentic AI and practical use cases in support operations (e.g., agent assist, knowledge generation, summarization), with exposure to agentic AI approaches preferred.
Strong change management and operationalization skills, including designing support user experiences, and awareness of embedding new processes/tools into day-to-day operations.
Exceptional stakeholder management and cross-functional collaboration skills, including partnering with Product Support and Customer Success leaders to prioritize roadmaps and identify opportunities.
Analytical capabilities with experience building dashboards and insights (e.g., Power BI), defining KPIs, and using data to drive decisions and performance improvements.
Excellent written and verbal communication skills, with the ability to create executive-ready updates, influence decision-making, and align geographically distributed teams.
Proficiency in MS word, PowerPoint, Excel to create visually and verbally engaging reports and presentations
Ability to inspire, coach, develop and motivate individuals and teams.
Driven, self-starter with excellent teaming skills who can work and communicate at an executive level.
Ability to manage multiple concurrent projects and deadlines; exercise strong problem‑solving and sound judgment; operate independently in a virtual environment; and maintain composure under pressure while modelling calm leadership for junior support staff.
Willingness and ability to travel occasionally, including globally, in support of role responsibilities.
Experience working in global support organization for a professional services environment preferred
Limited immigration sponsorship may be available.
Our culture
At Deloitte Global people are valued and respected for who they are - with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.
Professional development
From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
Benefits
At Deloitte, we value our people and offer employees a broad range of benefits. Our Total Rewards program reflects our continued commitment to lead from the front in everything we do-that's why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being.
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