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    Customer Success Manager - bangalore, India - Skan

    Skan
    Skan bangalore, India

    4 days ago

    Default job background
    Full time
    Description

    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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