Business Advisory Services - Manager - CRM - Customer Service Optimization

Location:US-TX-Dallas Job Number:DAL0002J Employee Status : Regular Job Type :Experienced Schedule : Full-time Description Ernst & Young's Business Advisory Services practice helps clients improve business performance through a focus on providing performance improvements that achieve measurable and sustainable benefits. As a member of Ernst & Young's Business Advisory Services management team, the manager will lead client engagement teams and work with a wide variety of clients to deliver professional services. In addition, the senior manager is responsible for some business development activities on strategic priority accounts. Our CRM Customer Service Optimization team has a deep understanding of customer needs and expectations throughout the service experience and matches this with an equally insightful understanding of the value that each customer relationship has for the company. We i dentify cost savings opportunities for Customer Service, including call avoidance, self service and multi-channel management. Responsibilities Responsible for using proven methods to align customer service strategy and operations with corporate strategy and the ideal customer experience; assessing the effectiveness of your customer service experience and setting a trajectory for the future; improving customer service effectiveness index, customer satisfaction, and customer loyalty. Develop and maintain productive relationships with client management. Collaborate to plan engagement objectives and a strategy that addresses risk and performance improvement. Manage expectations of service delivery. Stay informed of business/economic developments and their impact to the client. Demonstrate high levels of technical and professional knowledge and quickly assimilate new knowledge. Keep up-to-date with current developments and trends in advisory services capabilities and industry knowledge. Deliver quality services. Value and model excellent client service by establishing goals and implementation plans to achieve high-quality work products within expected timeframes and on budget. Monitor progress, manage risk and keep key stakeholders informed about progress and expected outcomes. Demonstrate BAS' four fundamental values: professional respect for all team members; personal accountability; trustworthiness; and teamwork. Develop people. Provide constructive on-the-job feedback/training. Foster an innovative and team-oriented work environment. Commit to developing knowledge, continue to learn and share knowledge with clients and team members. Respect/protect client information. Generate new business opportunities. Understand Ernst & Young and its service lines and actively assess/present ways to serve clients. Develop long-term client relationships and networks. Develop relationships with team members across all EY practices to serve client needs. To qualify, candidates must have: Bachelor's degree and/or Master's degree with an emphasis in Business, Marketing, Statistics, Economics, MIS (business perspective). An MBA or equivalent is preferred. 7+ years of consulting experience is required, along with deep expertise in working with Fortune 500 clients to develop and implement customer service strategies while reducing the cost to service customers. Working knowledge of CRM applications including Siebel, Salesforce.com, Unica, etc., would be highly desirable. Strong executive relationships with key target clients, especially Fortune 500 clients. Demonstrated record in driving revenue within existing clients and in developing new prospects at the quot;Cquot; level of Fortune 500 companies especially in the area of customer management. Experience in program management for large scale business transformation projects and programs. Practice development skills and experience Experience managing staff on multiple projects and providing direction to team members A willingness to travel on short notice to meet client needs; travel is estimated at 80%