Lead Customer Support & Success Specialist

Job Specs

Job Name Lead Customer Support & Success Specialist Location Mriehel Business Area MT - TECHNOLOGY & TRANSFORMATION Seniority Experienced Business Function DELOITTE (DEL)

What impact will you make?

DELOITTE DIGITAL

Lead Customer Support & Success Specialist

Your Story

Can’t wait to make an impact on the world? You’re not alone. Join us in driving progress in the working world and beyond.

Your Journey With Us:

We are seeking a Lead Customer Support & Success Specialist to establish, manage, and lead our customer success and support function in alignment with industry best practices. This role is pivotal in ensuring our clients receive exceptional service and ongoing value from our software solutions. The ideal candidate combines hands-on skills in support operations with strategic insight into service delivery, governance, and continuous improvement.

How you will Make an Impact:

As your career progresses within Deloitte Digital, you will:

Function Leadership and Setup

• Design and implement a scalable customer support and success function aligned with IT service management (ITSM) best practices.
• Define and document processes, workflows, and key performance indicators (KPIs) for the support function.
• Lead the adoption and optimization of the organization’s chosen ITSM tool (ServiceNow-based platform), including configuration, ticket management, and reporting setup.
• Manage and mentor any additional support personnel introduced as the function grows, ensuring effective performance, training, and alignment with service objectives.

Operational Management

• Oversee day-to-day support operations, ensuring timely, effective resolution of client-reported incidents and service requests.
• Monitor SLA compliance and coordinate issue escalation with project managers, software engineers, and system administrators.
• Maintain detailed and accurate client support contracts, ensuring service delivery aligns with agreed terms and expectations.
• Analyze and report on support trends to identify improvement opportunities and recommend proactive measures.

Client and Stakeholder Engagement

• Act as the primary point of contact for customers regarding support and success matters.
• Foster strong client relationships through proactive and professional communication, follow-up, and service reviews.
• Collaborate with internal teams (development, QA, product management, etc.) to align client feedback with product enhancements.
• Lead regular governance meetings and prepare client-facing performance and service reports.

Continuous Improvement and Growth

• Develop training and knowledge-sharing materials to strengthen support team capabilities.
• Identify and implement automation and self-service enhancements within the ITSM environment.
• Contribute to organizational service strategy, ensuring scalability and customer satisfaction.

Let's Talk About You:

• Bachelor’s degree in Information Technology, Information Systems, or a related technical field (or equivalent practical experience).
• 5+ years of experience in customer support, service deliver