Associate Vice President

7 days ago

Ahmedabad, India Pacific Global Solutions Full time

Role Summary:

We are seeking a strategic and client-focused Customer Success Leader to drive superior customer experience, value delivery, and relationship management across Finance & Accounting engagements. The ideal candidate will act as a trusted advisor to clients, championing their goals while ensuring high CSAT, business retention, and account growth.

Key Responsibilities:

  • Client Relationship Ownership: Serve as the single point of contact for F&A clients, ensuring strategic alignment, smooth communication, and long-term partnership.
  • Service Performance & Governance: Lead periodic business reviews, track service KPIs, and drive SLA adherence across all F&A processes (P2P, O2C, R2R, FP&A).
  • Customer Experience & CSAT: Drive high CSAT through proactive issue resolution, responsiveness, and regular voice-of-customer (VoC) engagement; lead root cause analysis for any dissatisfaction.
  • Onboarding & Transition Success: Ensure smooth onboarding and steady-state transition for new clients in collaboration with delivery, transformation, and PMO teams.
  • Value Articulation: Demonstrate tangible business impact through analytics, insights, automation benefits, and continuous improvement initiatives.
  • Growth & Retention: Identify upsell/cross-sell opportunities, support commercial renewals, and strengthen account retention strategies.
  • Internal Collaboration: Liaise with cross-functional teams (delivery, transformation, finance, and digital) to enable a unified and client-centric service experience.
  • Governance Models: Set up structured governance with dashboards, escalations, and feedback mechanisms at operational, tactical, and strategic levels.

Key Metrics of Success:

  • CSAT (Customer Satisfaction Score)
  • NPS (Net Promoter Score)
  • Client Retention Rate
  • Revenue & Margin Growth on Accounts
  • Issue Resolution Turnaround Time
  • SLA/KPI Adherence

Required Skills & Experience:

  • 1015 years of client management or customer success experience in a Finance & Accounting outsourcing/KPO environment.
  • Expertise across F&A domains (P2P, O2C, R2R, FP&A, Compliance).
  • Strong understanding of customer satisfaction drivers and B2B relationship management.
  • Proven ability to manage governance, escalations, and cross-functional coordination.
  • Excellent communication, negotiation, and client engagement skills.

Preferred Qualifications:

  • CA / MBA (Finance) or equivalent post-graduate qualification.
  • Experience with CSAT/NPS tools and client engagement platforms (e.g., Salesforce, Medallia, etc.).
  • Certifications in project management (PMP/Prince2), Six Sigma, or Customer Success.

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