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

#LI-RB1

#LI-HYBRID

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, 4 weeks of paid  and caregiver leave (once eligible) 
•    first-class health and wellness benefits, including wellness coaching and mental health counseling
•    one-on-one professional coaching
•    Leadership and career development programs
•    access to Beyond:  a one-of-a kind program with experiences that help you expand your life, personally and professionally

NOTICE TO 3RD PARTY RECRUITERS
Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval. Resumes submitted or candidates referred to any employee of Elliott Davis by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail, and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of Elliott Davis. Elliott Davis will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.
 

ADA REQUIREMENTS
The physical and cognitive/mental requirements and the work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements
While performing the duties of this job, the employee is:
•    Regularly required to remain in a stationary position; use hands repetitively to operate standard office equipment; and to talk or hear, both in person and by telephone
•    Required to have specific vision abilities which include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Cognitive/Mental Requirements
While performing the duties of this job, the employee is regularly required to:
•    Use written and oral communication skills. 
•    Read and interpret data, information, and documents. 
•    Observe and interpret situations. 
•    Work under deadlines with frequent interruptions; and
•    Interact with internal and external customers and others in the course of work.