Deloitte Change Management Digital Asset Client Excellence Leader in Cleveland, Ohio
Change Management Digital Asset Client Excellence Leader
Are you passionate about helping clients evolve their organization to adapt to and solve the complex challenges of globalization and digitalization by using digital technologies to capitalize on value-creating opportunities? Are you enthusiastic about helping clients develop their workforce and culture into an agile, data-driven, market-sensing organization that successfully integrates digital technologies into the everyday life of their clients?
Work you'll do
The Change Management Digital Asset Client Excellence Leader manages all client-facing digital asset resources, including implementation managers and asset Center of Excellence. This individual is responsible for overseeing the end-to-end client experience, responsible for quality service delivery and customer satisfaction. In addition to ongoing team and talent management, the Client Excellence Leader sets client-facing strategy, identifies enhancement opportunities, coordinates integration with other workstreams, drives specific asset initiatives, and establishes and tracks against quarterly goals and performance indicators. They may also engage directly with clients for escalations, leadership alignment, and new / complicated program structures.
Operations and Talent Management: ongoing team and operational activities, including work allocation, project planning, scoping, team management, ongoing team learning, milestone and business planning, reporting and metrics
Issue Resolution: serve as escalation point for all client issues; provide direction for unorthodox client situations; set tone and plan for challenging client programs; provide direct engagement for teams with adoption and usage difficulties
Strategic Initiatives: establish, organize, and lead initiatives in alignment with overarching business strategy and roadmap
License Management: provide oversight to ensure license management is performed accurately
Sales Support: support sales team by providing ad hoc demos and advising on ChangeScout positioning for pursuits
Reporting: manage success metrics across client excellence to identify improvement areas and measure success
change management client service role, preferably with a technology component
Minimum two (2) years of experience leading a large team
Bachelor's degree or higher
Must be able to travel up to 10%
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Experience using or implementing Salesforce products
Experiencing using a relational database
Experience creating and improving client delivery processes
How you'll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.