Customer Success Manager

Customer Success Manager with consulting experience in technologies such as automation, process and task mining, business process management, workforce intelligence, desktop process analytics 

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

What you will bring to Skan:

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 

Benefits

• 100% coverage of Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Unlimited Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long-Term Disability
• Work From Home
• Stock Option Plan

The US on-target compensation range for this full-time position is $95k to USD 115k + Variable: 10k. Actual compensation is based on various factors, including but not limited to work location, job-related skills, and experience. In addition to a base salary, this role is also eligible for benefits and equity.

Skan is committed to an inclusive and diverse work environment. As an equal-opportunity employer, we do not discriminate based on gender, sexuality, race, color, disability or any other legally protected status.

Last updated on Feb 23, 2024