Customer Success Manager

Job Description

As a Customer Success Manager, you will have the opportunity to play a crucial part in all stages of the customer relationship and have high-level monitoring control and ownership of the customer lifecycle. Our Customer Success Managers will focus on implementing and expanding our offerings within customer accounts, increase customer retention, deliver value-based metrics, and drive customer satisfaction. We’re looking for a customer-focused leader with success in delivering exceptional client satisfaction and complex process transformation programs.

What you will do at Skan:
? Become a trusted value delivery partner for assigned clients ? Customer Value management and delivery, project reporting, governance ?and consulting
? Program Management (In partnership with solutions delivery leads): All phases of engagement from onboarding, implementation, training), and ongoing support to help our customers recognize value across the journey?.
? Report and track all CS metrics in the tool… and keep information upto date
? Demonstrate Deep expertise in Skan product and industry and provide consulting and best practices throughout the lifecycle ?
? Understand customer landscape, problem space, value based metrics and align with Skan capabilities?
? Build relationships across business owners, technology leaders and vendor management?
? Monitor and achieve goals around Skan adoption, license usage, business outcomes and renewals, revenue expansion?
? Build and share customer case studies ?, project learnings and radiate within other teams
? Gather Intelligence on customer initiatives, priorities, and Leadership directions
? Renewals in partnership with Sales
? Usage of licenses (in Production)
? Provide Executive briefings and status updates
? Program governance: QBRs, Reports, and Risk Management
? Organizing customer onboarding, change management and training/certification
? Organizing workshops and industry practices

Need to have:
? Bachelor?s Degree
? 6+ years of professional experience preferably in a customer-facing role
? Consulting experience working in technologies such as automation, process and task mining, business process management, workforce intelligence, desktop process analytics
? Leadership skills and an ability to coordinate and collaborate with engineering and product teams
? Strong project management skills
? 2+ year?s experience in the banking and financial segment

Nice to have:
? Strong interpersonal skills
? Strong organization and presentation skills
? A propensity for relationship-building
? Professional experience in Financial Services and/or Insurance
? Knowledge and certification of Six Sigma principles