Digital - Activation & Customer Success - Sr Associate

Company: PwC
Location: Albany
Posted on: November 19, 2023

Job Description:

Specialty/Competency: Activation & Customer Success
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%

A career in Products and Technology is an opportunity to bring PwC's strategy to life by driving products and technology into everything we deliver. Our clients expect us to bring the right people and the right technology to solve their biggest problems; Products and Technology is here to help PwC meet that challenge and accelerate the growth of our business. We have skilled technologists, data scientists, product managers and business strategists who are using technology to accelerate change. Our team activates/implements existing products for our customers in order to ensure the customer is able to increase/sustain the use of those products in ways that continue to generate meaningful value for our clients.

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 Senior Associate, 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:

• Use feedback and reflection to develop self awareness, personal strengths and address development areas.
• Delegate to others to provide stretch opportunities, coaching them to deliver results.
• Demonstrate critical thinking and the ability to bring order to unstructured problems.
• Use a broad range of tools and techniques to extract insights from current industry or sector trends.
• Review your work and that of others for quality, accuracy and relevance.
• Know how and when to use tools available for a given situation and can explain the reasons for this choice.
• Seek and embrace opportunities which give exposure to different situations, environments and perspectives.
• Use straightforward communication, in a structured way, when influencing and connecting with others.
• Able to read situations and modify behavior to build quality relationships.
• Uphold the firm's code of ethics and business conduct.
  
  Job Requirements and Preferences :
  
  Basic Qualifications :
  
  Minimum Degree Required :
  Bachelor Degree
  
  Additional Educational Requirements :
  
  Bachelor's degree or in lieu of a degree, demonstrating, in addition to the minimum years of experience required for the role, three years of specialized training and/or progressively responsible work experience in technology for each missing year of college.
  
  Minimum Years of Experience :
  3 year(s) technology or PwC experience
  
  Preferred Qualifications :
  
  Degree Preferred :
  Master Degree
  
  Preferred Knowledge/Skills :
  
  Demonstrates a thorough level of abilities with, and/or a proven record of success as both an individual contributor and team member in the following areas:
  
  • Communicating with customers in an engaging and empathetic way;
  • Prioritizing amidst multiple competing sales outreach and product support priorities;
  • Training customers and demonstrating industry leading practices on the platform;
  • Being very responsive to customer support requests, track, escalate and manage until resolution all support requests;
  • Analyzing training, onboarding, and support outcomes to help identify ways to streamline internal processes, optimize customers touchpoints and recommend possible improvements to the technology platform;
  • Developing a keen understanding of customers' common business needs and challenges and help identify technology usage patterns that address these needs;
  • Acting as an advocate for the customer, representing when appropriate customer perspectives with other internal teams;
  • Managing expectations regarding the product roadmap;
  • Cultivating relationships with client stakeholders and working to keep them fully engaged with the platform in cost-effective ways;
  • Identifying early warning signs of risk and responding appropriately to address customer concerns and reduce customer churn;
  • Training non-technical users on new software;
  • Multitasking and handling matters with little supervision and follow up;
  • Paying attention to detail, project management, interpersonal, written communication, and organizational skills;
  • Owning multiple problems and fully executing on solutions;
  • Demonstrating unique ability to convey technical details to an audience with little to no technical background;
  • Demonstrating experience with project management and support management software a plus; and,
  • Demonstrating experience in a greenfield project or start-up is a plus.
    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.
    
    For positions in California, Colorado, Hawaii, Nevada, New York State, or Washington State, or for opportunities that will report to a supervisor, office or other work site in New York State, please visit the following link for pay range information: https://pwc.to/payrange-v1-productstechseniorassociate

Keywords: PwC, Albany , Digital - Activation & Customer Success - Sr Associate, Other , Albany, New York