Cyber Managed Services - Client Success - Sr. Manager

<br>A career in our Managed Services team will provide you an opportunity to collaborate with a wide array of teams to help our clients implement and operate new capabilities, achieve operational efficiencies, and harness the power of technology. Our Cyber Managed Services team will provide you with the opportunity to help our clients implement effective cybersecurity programs that protect against threats, propel transformation, and drive growth. As companies continue their transformations to digital business models, exponentially more data is generated and shared among organizations, partners and customers. You'll play an integral role in helping our clients protect their businesses by developing transformation strategies focused on security, efficiently integrate and manage new or existing technology systems to deliver continuous operational improvements and mitigate risks while increasing the value they derive from their cybersecurity investments. Our threat detection and response managed services team helps organizations through end to end support for their Security Operation Center from operating model and architectural design and implementation to ongoing operations with automation and operational improvements.<br><br><p>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.</p><p></p><p>As a Senior Manager, you&
39;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:</p><p></p><ul><li>Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.</li><li>Deal effectively with ambiguous and unstructured problems and situations.</li><li>Initiate open and candid coaching conversations at all levels.</li><li>Move easily between big picture thinking and managing relevant detail.</li><li>Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.</li><li>Contribute technical knowledge in area of specialism.</li><li>Contribute to an environment where people and technology thrive together to accomplish more than they could apart.</li><li>Navigate the complexities of cross-border and/or diverse teams and engagements.</li><li>Initiate and lead open conversations with teams, clients and stakeholders to build trust.</li><li>Uphold the firm&
39;s code of ethics and business conduct.</li></ul><p></p><p></p><p></p><br><br><p>PwC is looking for an experienced candidate to lead our Cyber Managed Services Client Success and Retention program as we will be growing this practice significantly over the next few years. To support this growth we need to ensure we are laser-focused on optimizing the experience our clients have with us throughout their engagement lifecycle so that they remain highly satisfied at every interaction point and our renewal rates for our Cyber Managed Services remain at or near 100%.</p><p><b><u>Job Requirements and Preferences</u></b><span>:</span><br /><br /><b><u>Basic Qualifications</u></b><span>:</span><br /><br /><b>Minimum Degree Required</b><span>:</span><br /><span>Bachelor Degree</span><br /><br /><b>Minimum Years of Experience</b><span>:</span><br /><span>10 year(s)</span><br /><br /><b><u>Preferred Qualifications</u></b><span>:</span><br /><br /><b>Preferred Knowledge/Skills</b><span>:</span></p><p>Demonstrates intimate abilities and/or a proven record of success as a team leader in the following:</p><ul><li>Map client journey - build end-to-end client journeys and data sets to drive systemic service delivery innovation, including organized client forums and workshops;</li><li>Develop, implement, and optimize NPS (or similar) program;</li><li>Develop, implement, and optimize client survey program;</li><li>Collect and analyze client experience data;</li><li>Apply cross-functional leadership experience with the ability to partner and influence business functions at all levels;</li><li>Display client champion mindset, with strengths in product management or service experience design (ideally within SaaS or Managed Services environments);</li><li>Exhibit business acumen with the ability to deliver client-oriented programs that accelerate organizational growth objectives;</li><li>Develop clear and compelling business cases that support prioritization of work;</li><li>Display ability to prove or disprove hypotheses by presenting and interpreting data;</li><li>Utilize experience gathering and summarizing client pain points and systemic issues to senior leadership in operations and delivery teams;</li><li>Display strength managing or working with customer support organizations and operations;</li><li>Implement best practices;</li><li>Establish metrics;</li><li>Collect and analyze client behaviors and sentiments;</li><li>Collaborate with sales, marketing and delivery to build, repair or enhance our services and client interaction models;</li><li>Create a long-term program to methodically measure our clients’ satisfaction (via NPS or otherwise);</li><li>Capture systematically client feedback (Voice of the Client) and directly incorporate that feedback into our service innovation roadmaps;</li><li>Implement formal win/loss analysis capabilities;</li><li>Serve as the Cyber Managed Services-specific liaison to the broader PwC Client Experience Organization (CXO).;</li><li>Leverage tools and best practices already in place and adjust and adapt them to our requirements, based on our specific client satisfaction targets and desired client experience outcomes;</li><li>Develop and implement plans to remove systemic issues that cause poor experiences and low levels of advocacy;</li><li>Develop, coordinate and execute the delivery of global cyber managed services client workshops designed to sustain high levels of service and evolve our delivery to keep pace with changing cybersecurity trends and market dynamics;</li><li>Communicate and provide presentations in an organized and knowledgeable manner in written and verbal formats with the ability to communicate complex issues simply;</li><li>Deliver thought leadership in the client success discipline;</li><li>Possess client-facing communication skills;</li><li>Develop client engagement and interaction strategies in the context of client journey mapping; and,</li><li>Possess proficiency in MS Word, Excel, PowerPoint and data analytics tools (e.g. PowerBI, Tableau).</li></ul><br>At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: https://pwc.to/ways-we-work.<br><br>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.<br><br>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.<br><br>For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.<br><br>For positions in Albany (NY), California, Colorado, Nevada, New York City, Washington State, or Westchester County (NY), please visit the following link for pay range information: https://pwc.to/payrange-v1-mgdsrvcsseniormanager<br><br>
LI-Remote