Customer Success Manager

4 weeks ago

Bengaluru, India Skan Full time

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  

Requirements

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

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