Tax Innovation - Customer Success - Senior Manager

At PwC, our people in software and product innovation focus on developing cutting-edge software solutions and driving product innovation to meet the evolving needs of clients. These individuals combine technical experience with creative thinking to deliver innovative software products and solutions. In customer success management at PwC, you will focus on building strong relationships with clients and increasing their satisfaction with PwC's services and products. You will engage closely with clients to understand their needs, provide support, and drive successful outcomes.
Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity
As part of the Software and Product Innovation team you develop strategies and communicate effectively with industry audiences, clients, and internal staff. As a Senior Manager, you lead large projects and innovate processes, focusing on achieving results and maintaining operational excellence. You act as an advocate for the customer, manage expectations regarding the product roadmap, and cultivate relationships with client stakeholders to keep them thoroughly engaged with the platform.
Responsibilities
- Develop strategies and communicate effectively with industry audiences and clients
- Lead large projects, maintaining operational excellence and achieving desired outcomes
- Advocate for customer needs and manage expectations regarding product development
- Cultivate meaningful relationships with client stakeholders to secure engagement
- Innovate processes to enhance product offerings and customer satisfaction
- Utilize strategic advising to influence product roadmap and client interactions
- Foster a collaborative environment to drive project success
- Uphold the firm's standards and code of conduct in every interaction
What You Must Have
- Bachelor's Degree
- 8 years of experience
What Sets You Apart
- Master's Degree in Computer and Information Science preferred
- Being responsive to customer support requests and managing resolutions
- Possessing proven problem-solving skills to quickly diagnose issues
- Preparing and maintaining timelines and project management documents
- Communicating with customers in an engaging and empathetic way
- Training customers and demonstrating industry-leading practices
- Analyzing training outcomes to streamline internal processes
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.
The salary range for this position is: $119,300 - $328,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance