Global Tax Technology Customer Success and Strategy Leader, Senior Manager

About the role

The Customer Success & Strategy Leader is responsible for driving the execution of the GT&L customer success vision, operating strategy, and business transformation initiatives across Deloitte's tax technology ecosystem.

Responsibilities

• Develop the strategy for and oversee execution of the GT&L Product Support and Business Operations technology, including Genesys, ServiceNow CSM, and 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 and create 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.

Requirements

• 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.
• 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.

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.
• 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.