Customer Success Manager with consulting experience in technologies

Skan’s vision is to be the foundation for operational intelligence and the fabric of the future of work. If you are interested in working on an AI-powered platform and redefining business process discovery and management, join us on our journey.

Location

For this position, we are looking for remote candidates located in the United States and Canada.

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’ll Do:

• 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

The US on-target compensation range for this full-time position is $120,000 - $150,000 USD. Actual compensation is based on various factors, including but not limited to work location, job-related skills, and experience. In addition to a base salary, this role is also eligible for benefits and equity.

The Canadian base compensation range for this full-time position is $122,400 - $153,000 CAD. Actual compensation is based on various factors, including but not limited to work location, job-related skills, and experience. In addition to a base salary, this role is also eligible for benefits and equity.

Requirements

Need to have

• Bachelor’s Degree
• 6+ years of professional experience 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
• 2+ year’s experience in the banking and financial segment
• 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

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

Benefits

• Health Insurance - several options including a HSA plan
• Dental Insurance
• Vision Insurance
• Life Insurance – 100% covered by Skan
• Short-term Disability Insurance – 100% covered by Skan
• Long-term Disability Insurance – 100% covered by Skan
• US - Retirement Plan: 401(k) plan
• US - Non-accrual PTO
• CAD - Retirement Plan - RRSP
• CAD - 20 days accrued per year
• Home Office reimbursement