Customer Service Management Jobs at Deloitte with Visa Sponsorship

INTRODUCTION

We're looking for an autonomous self-starter with outstanding organizational and program management skills—a strategic thinker who's also a natural collaborator. You will align with Deloitte's businesses to execute business priorities and expand our services footprint, help develop and deliver cross-business (i.e. Green Dot) account strategies to address client issues, bring insights and leading practices to the account, and drive operational efficiencies in support of account leadership and client service Partners, Principals, Managing Directors, and professionals. You'll share what other account teams are doing and help to innovate new approaches. You will be the important link between the larger firm and the account team.

ROLE AND RESPONSIBILITIES

As a Client Account Manager (CAM) in Deloitte's Government & Public Services (GPS) practice, you'll work with senior leaders on the State of Georgia account to enable the account team to: deliver the best of Deloitte, strengthen relationships with our most important clients, and accelerate growth for the Firm. Responsibilities will be based on the priorities of the account. You will develop and manage initiative and programs that meet account objectives with minimal instruction and high degree of autonomy that relate to the following CAM Expectations areas:

Manage Financial Performance and Delivery Excellence

• Coordinate financial analysis and reporting, opportunity tracking and internal reporting
• Support programs that further the account plan and growth objectives
• Identify areas for improving operational efficiencies that support the account's operational and financial metrics
• Manage risk and compliance activities for your account, coordinate with risk managers and Office of General Counsel as needed, support procurement relationships and contract management activities

Build and Sustain Relationships

• Plan and execute account leadership meetings and retreats, support leadership development
• Manage the end-to-end operational relationship management activities, working closely with appropriate leaders to deliver efficiently and effectively through complex processes
• Provide inputs to the Client Relationship Assessment (CRA) plan and approach; oversee the implementation of CRA plan, report and track on the CRA plan and CRA results
• Manage account strategy and implementation plans, suggesting adjustments based on informed knowledge, working closely with appropriate leaders to deliver efficiently and effectively through complex processes
• Identify and create relevant and targeted content and events, leveraging existing Deloitte assets, that advance client relationships and brand and align to the client relationship strategy

Deliver the Firm

• Manage and oversee activities to 'connect the dots' across the organization; bring the understanding of the breadth and depth of Deloitte offerings and services to account strategy and delivery; consistently utilize the appropriate firm systems and resources to efficiently deliver
• Know and understand relevant tools, resources, and systems across all processes and tasks, when to use them, and how to navigate within them to input, extract, and analyze needed information to meet account objectives
• Create and coordinate account materials and content in support of account leaders, pursuits and proposals to meet client objectives
• Understand, adopt, and create leading practices and own tasks with confidence

Lead and Develop Others

• Support account talent strategy and culture-building initiatives; Foster an inclusive and positive team culture
• Manage team communications and events
• Manage account onboarding and offboarding and account team collaboration tools

Understand the Business

• Understand complex client requirements and the impact on the business; work with team to suggest improvements to processes and suggest automations that reduce the overall cost to deliver
• Manage day-to-day market, client, and competitive intelligence activities that facilitates profitable account growth, working closely with appropriate leaders to deliver efficiently and effectively
• Work closely with client account leaders to identify client issues; suggest and support the delivery of unique client experiences to strengthen relationships and engagement with Deloitte

THE TEAM

At Deloitte, clients are at the heart of everything we do. As a part of Clients, Sectors and Growth, the CAM program is comprised of professionals who are dedicated to providing our most important client accounts with streamlined, cross-functional support. CAMs, like other Deloitte practitioners, are aligned to an industry (e.g., Energy, Resources & Industrials, Financial Services; Consumer; Life Sciences & Health Care; Government & Public Services; or Technology, Media & Telecom). CAMs help build and execute client service strategies, optimize internal support, and increase efficiencies to enable our account teams to provide the best Deloitte client experience.

QUALIFICATIONS

Required:

• Bachelor's degree
• 6+ years of project management experience
• 6+ years working in a fast-paced environment with shifting priorities and meet quick-turn deadlines
• 6+ years of experience in Microsoft Office suite - PowerPoint and Excel
• 2+ years of experience mentoring/counseling others
• Strong storytelling skills and ability to convey complex information to a variety of audiences
• Exceptional interpersonal and communications skills
• Ability to adapt to a changing environment and navigate ambiguity
• Excellent analytic and problem-solving skills
• Ability to travel 25%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred

• Experience working in a professional services firm
• Experience working in the public sector and/or with public sector clients
• Experience supporting business development and pursuit management

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.