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
Need to have:
- Bachelor’s Degree
- 8-14 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
- Data Analysis and Insights - Leverage data analytics to provide actionable insights for process optimization, cost reduction, and performance enhancement.
- Knowledge of Lean Six Sigma principles and process re-engineering
- Fluency in Spanish, German or Italian
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
- Fluency in additional European languages – French, Dutch