Experienced Customer Success Manager – Strategic Account Growth and Retention Specialist

At Skan, we're on a mission to revolutionize the way businesses operate by harnessing the power of automation, process mining, and business process management. As a Customer Success Manager, you'll play a pivotal role in driving customer satisfaction, retention, and growth. If you're a customer-focused leader with a passion for delivering exceptional results, we want to hear from you.

About Us

Skan is a cutting-edge technology company that empowers businesses to optimize their operations, improve efficiency, and enhance customer experiences. Our innovative solutions have been transforming industries, and we're committed to helping our customers achieve their goals. As a Customer Success Manager, you'll be part of a dynamic team that's dedicated to delivering exceptional value to our clients.

Job Summary

As a Customer Success Manager, you'll be responsible for implementing and expanding our offerings within customer accounts, increasing customer retention, delivering value-based metrics, and driving customer satisfaction. You'll work closely with our sales team, engineering, and product teams to ensure seamless delivery of our solutions and achieve our business objectives. If you're a results-driven professional with a passion for customer success, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Become a trusted value delivery partner for assigned clients, providing customer value management and delivery, project reporting, governance, and consulting services.

• Program Management: Collaborate with solutions delivery leads to manage all phases of engagement, from onboarding and implementation to training and ongoing support, to help customers recognize value across the journey.
• Report and track all CS metrics in the tool, ensuring timely and accurate updates.
• Demonstrate deep expertise in Skan's product and industry, providing consulting and best practices throughout the customer lifecycle.
• Understand customer landscape, problem space, value-based metrics, and align with Skan's capabilities to deliver tailored solutions.
• Build relationships across business owners, technology leaders, and vendor management to drive customer success.
• 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 to drive knowledge sharing and best practices.
• Gather intelligence on customer initiatives, priorities, and leadership directions to inform business decisions.
• Renewals in partnership with Sales to ensure seamless transition and customer satisfaction.
• Usage of licenses (in Production) to optimize customer adoption and utilization.
• Provide Executive briefings and status updates to ensure stakeholders are informed and aligned.
• Program governance: QBRs, Reports, and Risk Management to ensure effective program delivery.
• Organize customer onboarding, change management, and training/certification to ensure smooth adoption.
• Organize workshops and industry practices to drive knowledge sharing and best practices.

Essential Qualifications

* Bachelor's Degree in a relevant field (e.g., Business Administration, Marketing, or Computer Science).

• 6+ years of professional experience in a customer-facing role, preferably in a consulting or sales environment.
• Consulting experience working in technologies such as automation, process and task mining, business process management, workforce intelligence, and desktop process analytics.
• Leadership skills and ability to coordinate and collaborate with engineering and product teams.
• Strong project management skills, with experience in managing multiple projects and priorities.
• 2+ years of experience in the banking and financial segment, with a deep understanding of industry challenges and opportunities.

Preferred Qualifications

* Strong interpersonal skills, with the ability to build and maintain relationships with customers, stakeholders, and internal teams.

• Strong organization and presentation skills, with experience in creating and delivering presentations, reports, and other materials.
• A propensity for relationship-building, with a focus on delivering exceptional customer experiences.
• Professional experience in Financial Services and/or Insurance, with a deep understanding of industry challenges and opportunities.
• Knowledge and certification of Six Sigma principles, with experience in applying these principles to drive process improvement and efficiency.

What We Offer

* Competitive salary and benefits package.

• Opportunity to work with a cutting-edge technology company that's revolutionizing the way businesses operate.
• Collaborative and dynamic work environment, with a focus on teamwork and knowledge sharing.
• Professional development opportunities, including training, mentorship, and career growth.
• Flexible work arrangements, including remote work options and flexible hours.
• Access to the latest technology and tools, with opportunities to innovate and drive business growth.

How to Apply

If you're a customer-focused leader with a passion for delivering exceptional results, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We can't wait to hear from you! Apply for this job