Customer Success Manager
Skan, United States
Job Description
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 amp; Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary amp; ADamp;D)
- Unlimited Paid Time Off (Vacation, Sick amp; Public Holidays)
- Short Term amp; 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.