The opportunity

EY’s Risk and Supplier Services (RSS) solution is the leader in providing innovative and practical end-to-end Risk and Supplier solutions. The team has assisted hundreds of companies across all industries in improving and/or operating their solutions across overall management of their Suppliers, inclusive of direct and indirect sourcing interactions related to risk and performance management, through broader supplier oversight and governance.

The Risk Services team within RSS is seeking an experienced and highly motivated Customer Success Manager (CSM) to join our growing team. The CSM will be responsible for developing and maintaining strong relationships with our clients, ensuring their success, and driving customer satisfaction, retention, and growth. The ideal candidate will have a strong background in customer success, account management, risk management and problem-solving skills.

Your key responsibilities

You will function as a technically savvy customer success manager who possesses a strong drive for results in the Risk and Supplier Services practice. Duties for the CSM will include a broad range of tasks such as maintaining ongoing client relationships and networking, co-designing and implementing success programs, contributing to sales, onboarding and training clients, and maximizing client retention. You should also be able to provide insights on client-to-business interactions, improve the client experience through product knowledge & support, and handle client complaints and requests.

Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal CSM at EY should engage with clients frequently, maximize value, and create strategies to grow our Risk and Supplier Services target account base.

Additional responsibilities:

• Possess a deep understanding of risk management landscape, including emerging trends, best practices, and regulatory requirements.
• Develop and maintain strong relationships with assigned RSS clients, acting as a primary point of contact and trusted advisor for client account portfolios.

• Conduct regular business reviews and develop success plans to drive customer retention, growth, and advocacy.
• Track and analyze key customer success metrics and provide insights to improve customer experience and product development.
• Stay current with industry best practices, trends, and technologies to maintain expertise and provide valuable insights to customers.

Skills and attributes for success

• Demonstrate and apply a thorough understanding of Supplier management, with specific focus on procurement, sourcing, contract lifecycle, performance, risk, and procure-to-pay processes
• Ability to oversee, manage and prioritize work of multiple complex strategic programs, workstreams and align those efforts to the solution strategy
• Manage challenging stakeholders within suppliers, end clients and internal customers
• Performance management cycle management including recruitment, development, and evaluation
• Manage concurrent activities with tight deliverables and a strong attention to detail
• Proactive resource management, including scheduling of work coverage and backup support, to achieved desired result
• Experience working across a global business with direct and indirect alignment and influence and steer outcomes to maximize the value to the firm
• Process optimization exposure across the supplier management lifecycle and the ability to embed with client delivery teams to maximize value of client efforts (i.e., work with design partners, define the offering and scale new products and services based upon customer and market demand
• Experience working with other firm leaders on cross-functional proposals, delivery, and design of new ways of serving our clients
• Ability to create thought leadership and lead market positioning and increase market presence through brand build out
• Work with the offering Service Delivery leaders and regional aligned leaders to identify and mitigate risks that may impact service delivery and client satisfaction
• Communicate issues and risks to project teams and stakeholders to provide visibility, facilitate resolution and escalate when necessary

To qualify for the role, you must have

• A bachelor's or master's degree in business, supply chain management, marketing, finance, engineering, or a related discipline.
• A minimum of 5 years of experience in customer success, account management, risk management or similar roles
• Experience with customer success platforms, CRM software, data analytics tools; third-party vendor management software is preferred.
• A customer-first mindset, with a strong focus on empathy, proactive problem-solving, and relationship-building.
• Proven ability to manage multiple customer accounts, prioritize tasks, and meet aggressive deadlines.
• Industry-specific certifications or training, such as Customer Success Management or related fields is preferred
• Demonstrated experience designing and implementing risk management solutions, including a deep understanding of risk assessment methodologies, frameworks, and tools.
• Willingness to travel, as needed, to meet with clients and support project delivery.

Ideally, you will also have:

• A customer-first mindset, with a strong focus on empathy, proactive problem-solving, and relationship-building.
• Proven ability to manage multiple customer accounts, prioritize tasks, and meet aggressive deadlines.
• Industry-specific certifications or training, such as Customer Success Management or related fields is preferred

What we look for

We’re looking for passionate leaders with strong vision and a desire to stay on top of trends in the third party risk industry and be part of building something that has never been done before. If you have a genuine passion for helping businesses achieve their full potential, this role is for you.

What working at EY offers

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. In addition, our Total Rewards package includes medical and dental coverage, both pension and 401(k) plans, a minimum of 15 days of vacation plus ten observed holidays and three paid personal days, and a range of programs and benefits designed to support your physical, financial and social well-being. Plus, we offer:

• The autonomy to use a variety of skills to accomplish goals within a designated service line
• Excellent training and development prospects, both through established programs and on-the-job training
• Feedback on your performance that will accelerate your growth, plus the opportunity to provide feedback and mold future leaders
• An excellent team of colleagues, dedicated to managing and varying your workload

About EY

As a global leader in assurance, tax, transaction and advisory services, we hire and develop the most passionate people in their field to help build a better working world. This starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. So that whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.

Join us in building a better working world. Apply now.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.