Sr. Customer Success Manager

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 up-to-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
• 6-12 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 German, Italian or Spanish.

Nice to have:

• Strong interpersonal skills
• Strong organization and presentation skills
• A propensity for relationship-building
• Professional experience in Financial Services and/or Insurance
• Certification in Lean Six Sigma principles
• Fluency in one additional European language – French, Dutch