Job Description

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.

• 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

• 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

• Strong interpersonal skills
• Strong organization and presentation skills
• A propensity for relationship building
• Professional experience in Financial Services and/or Insurance

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