Sr Customer Success Manager

7 days ago

India SkanAI Full time ₹ 4,00,000 - ₹ 12,00,000 per year

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
  • 8-12 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
  • Data Analysis and Insights - Leverage data analytics to provide actionable insights for process optimization, cost reduction, and performance enhancement.
  • Knowledge of Lean Six Sigma principles and process re-engineering
  • Fluency in Spanish or German

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
  • Fluency in additional European languages – French, Dutch or Italian

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