Avp - Customer Success

2 days ago

Ahmedabad Gujarat, India Pacific Global Solutions Full time

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.

**Level**: AVP/ Sr. AVP
**Function**: Customer Success / Client Services
**Industry**: Finance & Accounting KPO

**Role Summary**:
**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**:

- 10-15 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.

**Job Category**:Finance & Accounting

**Job Type**:Full Time

**Job Location**:Ahmedabad

**Job Shift**:Day Shift

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