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Customer Success Manager

skan.ai

skan.ai

Administration
Bengaluru, Karnataka, India
Posted on Thursday, February 22, 2024

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