Customer Success Manager

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 through a consultative approach
• Manage all aspects of project delivery – planning, reporting, coordination and risk management including governance.
• Data analysis to interpret and present customer stories and business value
• 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

Requirements

Need to have

• Bachelor’s Degree in technology or management
• 4+ years of professional experience preferably in customer success management, relationship management, delivery management, consulting or enterprise delivery
• 2+ years’ experience in the banking and financial services, Insurance or healthcare verticals managing client relationships and providing deep consulting on specific business areas
• Must have experience in business process design or intelligent automation or related areas
• Good data analysis experience in interpreting data
• Leadership skills and an ability to coordinate and collaborate with Field Engineering and Solution Engineering teams

Nice to have

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