Customer Success Consultant - DRS & Cyber Security

WHO WE ARE

Elliott Davis pairs forward-thinking tax, assurance and consulting services with industry-leading workplace culture. Our nine offices — located in the fastest growing cities in the US — are built on a foundation of inclusivity, collaboration, and collective growth. We work daily to provide exceptional service to our people, customers, and our communities. 

Job Summary

The Customer Success Consultant will work alongside the Digital Risk Services & Cyber Security teams by supporting Customer interactions, and ensuring seamless coordination of cybersecurity service delivery. As part of the larger Digital Practice team, the Customer Success Consultant will support Customer relationships, engagement tracking, and participate in process improvements to enhance operational efficiency. The consultant will serve as a critical liaison between, consultants, and leadership, ensuring that service commitments are met, and processes are continuously optimized.
 

Responsibilities
Customer Engagement & Communication:

• Support Managers as the primary point of contact for customer inquiries and during engagement coordination.
• Assist in scheduling, follow-ups, and documentation of Customer meetings and service engagements.
• Ensure timely responses to Customer communications and maintain professional rapport with stakeholders.
• Track and manage Customer feedback, escalating concerns to Managers and Practice Leadership as needed.

Engagement Performance & Reporting:

• Monitor and track key engagement performance indicators (KPIs) to assess Customer satisfaction and service effectiveness.
• Maintain accurate records of Customer interactions, project timelines, and service deliverables.
• Assist in preparing reports and insights for leadership review regarding engagement trends and Customer experience.

Process & Operations Support:

• Work closely with practice team members and leadership to optimize engagement tracking workflows.
• Assist in maintaining engagement platforms and databases to ensure data integrity.
• Identify opportunities for process improvements to enhance service delivery efficiency.
• Support the documentation of standard operating procedures related to Customer engagement.

Collaboration & Cross-Team Coordination:

• Support Digital Risk and Cyber consultants and leadership to streamline Customer service processes.
• Facilitate communication between internal teams to ensure alignment on Customer needs and service expectations.
• Participate in industry group meetings and contribute to initiatives that enhance overall service excellence.
• Other duties as assigned within the scope of the practice.

Requirements

• Associate’s or bachelor’s degree in Business or Organizational Management (preferred but not required)
• 2+ years of experience in in customer success, project coordination, or professional services
• Experience designing and implementing automated workflows and dashboards
• Experience using Fieldguide, Caseware, Smartsheet, and OneNote (preferred but not required)
• Excellent organizational skills with the ability to manage multiple engagements simultaneously
• Proven experience working collaboratively with both customers and internal teams
• Demonstrate analytical, organizational, and project management skills
• Demonstrated leadership and mentoring capabilities
• Exceptional verbal, written, presentation, and interpersonal skills.
• Ability to clearly communicate complex information in a professional and engaging manner
• Strong problem-solving skills and adaptability in a fast-paced environment
• Professional attitude and demeanor, with a commitment to delivering high-quality customer experiences

Preferred Requirements

• Familiarity with cybersecurity, risk management, or digital services
• Prior experience managing or working with Customer engagement platforms and tracking systems

Supervisory Duties

• None

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WHY YOU SHOULD JOIN US

We believe that when our employees are able to thrive in all facets of life, their work and impact are that much greater.
That's right – all aspects of life, not just your life as an employee, because we understand that there's life beyond your job. Here are some of the ways our work works for your life, your growth, and your well-being: 
•    generous time away and paid firm holidays, including the week between Christmas and New Year’s
•    flexible work schedules
•    16 weeks of paid maternity and adoption leave, 8 weeks of paid parental leave,