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Customer Success Delivery Lead - NBI_US (81627)

Customer Service

Customer Service



Gilbert, Arizona, United States

Customer Success Delivery Lead

Deloitte Consulting's Innovation & Platforms practice develops products that augment our leading services practice and strike at the heart of our clients' business needs. Deloitte's commitment to innovation is inspiring our clients to new possibilities; our asset-based consulting agenda is designed to deliver tangible results in the near-term and sustainable competitive advantage for years to come. Are you looking for an opportunity lead service delivery for Deloitte's assets and subscriptions to our products that are used by some of the biggest and most influential businesses around the world? If so, we are currently seeking a Service Delivery Lead to support the Innovation & Platforms Customer Success team.

Work you'll do

A Delivery Lead within Customer Success is responsible for organizing, planning and executing the onboarding of new Deloitte and client teams to the various products and platforms supported by Innovations and Platforms. They are excellent communicators, organized and solution focused. A delivery lead understands the software development life cycle and ensures proper procedures and best practices are being utilized by development teams while utilizing our platforms. Additionally, they are pro-active in the support of their clients and work collaboratively with all teams for amazing outcomes.

You will:

  • Work with Deloitte practitioner teams to ensure the successful delivery of projects on the products and platforms supported by I&P.
  • Collaborate with and leverage Deloitte's USI team in India to execute projects.
  • Establish a project management plan including scope of work, detailed work plan, responsibility matrix, communication plan, issue tracking, service level reporting and risk escalation process.
  • Serve as the primary point of contact between platforms team and Deloitte Practice teams.
  • Communicate with the management team to keep them apprised of project activities, and to seek their consultation as necessary.
  • Provide technical expertise to support requirements gathering, solution design, and technical oversight
  • Assist in the business development process including reviewing proposals, writing statements of work, providing technical approaches, estimates, and schedules to proposal managers, and working with account managers to identify opportunities to grow our business with existing clients.
  • Facilitate the onboarding/training to the platform and products utilizing a standardized process.
  • Coordinate with the Cloud Operations team on delivery pipeline between teams to ensure overall coordinated delivery across platforms teams servicing production engagements.
  • Ensure proper procedures/best practices are being utilized by solution teams while utilizing platform components.
  • Monitor and report asset usage and availability. Ensure service level objectives are met. Record activities / communications in compliance with SOC2 as needed.
  • Monitor and report project performance metrics on a regular basis.
  • Write business and technical documents and lead other team members in the creation of documentation.
  • Coordinate with the Product Team to ensure any lessons learned from product implementation are integrated into product roadmaps.
  • Coordinate with Support Manager to ensure proper hand off procedures to support services.

The team

Deloitte Innovation & Platforms is an organization within Deloitte Consulting with the goal of building a culture of continuous innovation to drive profit through the identification, incubation, and actualization of breakthrough ideas in assets-based hybrid offerings. The Customer Success Team delivers relationship management and enabling services so that our customers, both internally and externally, are successful and derive more value out of their technology asset investments.


  • Bachelor's Degree in computer science, information systems, or other technology-related field
  • 4+ years of experience in a technical environment leading project delivery
  • Experience working in a product-based environment
  • Excellent verbal and written English communication
  • Empathetic and collaborative
  • Ability to thrive in a fast-paced environment
  • Project management, planning and organization
  • Comfortable with ambiguity and solving complex problems
  • Experience mentoring and coaching others

**Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

  • AI fluency
  • Proficiency in browser-based analytics software
  • Software development / systems integration experience
  • MS Teams
  • Confluence/JIRA