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.
