Skills

Leadership Data Analysis Risk Management Monitoring Change Management Sales Presentation Skills Training Organization Project Management Analytics

Job Specifications

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

About the Company

Skan's AI-powered Process Intelligence drives innovation, cost savings, customer experience, automation effectiveness, and productivity, leading to tangible and scalable transformation. Know more