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Business Development Client Success Leader

Company: Ernst & Young LLP
Location: Denver
Posted on: May 3, 2021

Job Description:

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself and a better working world for all.

Our Business Development function brings together business, sector and account knowledge along with EY competencies and solutions to meet unique client needs. The Business Development Organization shapes and drives an integrated growth strategy across EY's largest accounts, industry sectors, solutions and services, while demonstrating and achieving market leadership through a client centric culture.

The opportunity

In this role as Business Development Client Success Leader, you'll be responsible for the promotion and overall management of the Global Client Experience (CX) program within the Region including defining and maintaining the culture and integrity of the program. You'll rely heavily on influencing skills to coordinate the Region's efforts to gather client expectations and feedback that will help EY deliver Exceptional Client Service. Working with Region leadership, you'll enable the systematic measurement of the clients' perception of the quality of our services and our effectiveness in exceeding expectations. You'll have a unique opportunity to interview top executives (C-suite) at our clients and then provide insightful feedback to the EY account leaders. Your observations, insights and recommendations pave the way to increase quality, deepen relationships and grow the business.

Your key responsibilities

  • Create and define CX strategy, focus and direction for the Region and validate it with leadership. Review and identify resource needs to accomplish Region CX goals and monitor progress.
  • Liaise with Global and Area CX leadership and teams to ensure global consistency of approach and to maximize learning within Region
  • Proactively collaborate with account teams and Region leadership to identify the Regions CX program's target clients
  • Support development of individual accounts' CX strategy, including determining appropriate resources and securing their involvement
  • Serve as primary/secondary Interviewer with client executives and audit committee members of the Region's G360s (primary accounts) and focus core accounts resulting in objective reviews of clients' assessment of our service quality.
  • Discuss interview results with and make recommendations to account teams and ensure follow-up on action plans to fully address client feedback.
  • Identify risks and escalate issues to region leadership to facilitate client retention.
  • Analyze Region-wide results and identify service quality trends and insights; produce quantitative and

qualitative reports with actionable recommendations

  • Build and execute a communications plan for CX activities and achievements including best practice and case studies.
  • Implement the CX training program and coordinate the facilitation of training for all EY professionals and new CX hires involved in the program.
  • Provide coaching to the Region CX team.

Skills and attributes for success

To achieve this, you'll use influencing skills, to sustain the Region's efforts to maintain and support our service quality. You'll work with the Region leadership team, to systematically measure the clients' perception of the quality of our services, and our effectiveness in meeting expectations. In this role, you will make decisions and overcome obstacles in consultation with Region leaders and account resources.

You'll need to thrive in a matrixed organization, balancing the needs of the client against business initiatives and goals. Possessing natural coaching skills, you'll inspire others with your actions in the market. You'll be a trusted advisor to the Region leadership and account teams, acting in a consultative manner.

To qualify for the role, you must have

  • 10-12+ years of business development experience in professional services or solution sales
  • Strong executive presence - ability to interact with all levels of management (including CEO/CFOs)
  • Demonstrated business acumen and understanding of external marketplace factor
  • Ability to react quickly and effectively to internal change and communicate throughout team
  • Work effectively with Region Markets and Service Line leadership, Account leadership and Business Development leadership
  • Strong interviewing skills and an ability to formulate secondary questions to probe for robust feedback from clients
  • Strong influencing skills
  • Excellent written and verbal communication skills
  • Strong knowledge EY's services and of professional services client satisfaction trends and insights
  • Ability to complete multiple tasks in a fast-paced environment

Ideally, you'll also have

  • An advanced degree or MBA
  • Strong coaching and mentoring skills
  • Ability to travel

What we look for

Our successful Business Development Executives deliver exceptional client service by proactively originating new business, sharing ideas and bringing innovation to your clients. Additionally, you'll be digitally connected across your clients' full ecosystem while collaborating to find or build the right solution tailored to the business needs while challenging their thinking with distinct points of view.

What working at EY offers

We offer a competitive compensation package where you'll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, both pension and 401(k) plans, a flexible vacation policy, 19 observed holidays, and a range of programs and benefits designed to support your physical, financial and social well-being.

About EY

As a global leader in assurance, tax, transaction and consulting services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.

Join us in building a better working world. Apply now.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.

Keywords: Ernst & Young LLP, Denver , Business Development Client Success Leader, Other , Denver, Colorado

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