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Customer Success Manager

India

As a Customer Success Manager, you will be responsible to manage the full life cycle of customer journey resulting in customer satisfaction, revenues, and profitability goals. In this role, you will build trusted advisor relationships with your clients through deep understanding of their problems, demonstrable product and business process knowledge, highest quality of Skan implementations and solutioning. Our Customer Success Managers will focus on expanding our offerings within customer accounts, increase customer retention, solve customer issues, 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’ll Do:

Lead Program Management across all phases of engagement from onboarding, implementation, training, and ongoing support
Learn and implement Skan customer success model including customer value management methodologies – Lead clients through value discovery, value enablement, value delivery and validation phases of implementation
Own Skan ROI and business outcome and report on key metrics like NPS, CSAT, Gartner peer and ROI
Manage all aspects of project delivery – planning, reporting, coordination and risk management including governance
Develop deep expertise in Skan product – technology, implementation and configuration
Understand customer organization, business processes, pain areas, business goals, and collaborate with internal Skan teams to develop Skan solutions and present them to achieve Skan product adoption growth
Build relationships across business owners, technology leaders and vendor management
Monitor and achieve goals around Skan adoption, license usage, business outcomes delivery, renewals and revenue expansion
Build and share customer case studies , project learnings and radiate within other teams
Gather Intelligence on customer initiatives, priorities, and Leadership directions
Manage license renewals in partnership with Sales
Provide Executive briefings and status updates
Report and track all metrics in the customer success management tool
Manage Program governance activities like monthly and quarterly business reviews with executive stakeholders
Organize customer onboarding, change management and training/certification
Collaborate with Skan marketing, product management and executive teams to organize knowledge sharing, best practices and discovery workshops

What You’ll Bring

Need to have

Bachelor’s Degree in technology or management
8+ years of professional experience preferably in customer success management, relationship management, value delivery or consulting
Must have experience in business process design or intelligent automation or related areas
Industry knowledge and experience in delivering Digital Transformation Initiatives
Leadership skills and an ability to connect with customer
4+ years’ experience in the banking and financial services, Insurance or healthcare verticals managing client relationships and delivery

Nice to have