Acceleration Center - Client Success/Satisfaction Manager

Line of Service

Industry/Sector

Specialism

Management Level

Job Description & Summary

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 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:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm's/client's expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm's code of ethics and business conduct.

• Basic Qualifications:

• Minimum Years of Experience:

• 4

• Minimum Degree Required:

• High School Diploma or equivalent

• Preferred Qualifications:

• Degree Preferred:

• Bachelor Degree

• Role Highlights:

• The Listening & Insights CoE focuses on listening across three channels — our clients, the marketplace, and the firm — and then sharing what we learn to enhance our position to win work and better serve our clients. And you’ll be a part of programs that enable us to capture direct client and marketplace insights through methods such as surveys and post-decision reviews, so our clients feel heard, understood, and acknowledged.

• Preferred Knowledge/Skills:

• Demonstrates knowledge and/or proven record of success in roles contributing to the development of client listening and intelligence services as well as products supporting firm growth and client satisfaction goals, preferably for a global network of professional services firms, emphasizing the following areas:

• Demonstrating the ability to learn and operate in a high paced environment in which subject matter expertise, analytical mindset and global acumen are necessary ingredients for success;

• Looking for opportunities to scale efficiencies and new ways of working across multiple projects and environments;

• Leading and participating in collaborative discussions to surface innovative ideas, solutions and insights;

• Gathering diverse stakeholder feedback and needs to inform the team’s strategy and execution, ensuring it is aligned with firm goals;

• Demonstrating the ability to support the segments by supporting client listening strategies, tools and resources and / or offering proactive insights into the marketplace and our positioning to capture opportunities;

• Exhibiting research, analysis and data-driven storytelling skills to deliver impactful, actionable insights into the marketplace, client-buying patterns and competitor trends;

• Possessing a thorough understanding of data management, analysis and reporting practices, as well as associated tools and technologies across all lines of service;

• Creating relationships and collaborating with relevant business units and senior leaders;

• Reflecting on and provide coaching, feedback, and developmental insights to sales enablement and client experience staff;

• Thriving in a fast-paced organization and ever changing environment by being agile, and demonstrating an ability to manage multiple projects and deadlines, and communicate status to leaders;

• Working effectively with ambiguous and unstructured problems and situations; and,

• Demonstrating the proven ability to delegate effectively (to team members, AC, etc.).

• Ensure accurate and timely updates of client listening communications, data capture and reporting to support the Listening & Insights client survey program (e.g., data uploads, dashboard reporting).

• Comfortable working with large data sets, bot technology. Ability to derive insights from data. Proficient in using Office Suite and Qualtrics and/or Medallia is preferred.

Education (if blank, degree and/or field of study not specified)

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Available for Work Visa Sponsorship?

Government Clearance Required?

Job Posting End Date