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 forassigned clients – Customer Valuemanagement and delivery, project reporting,governanceand consulting
• Program Management (In partnership withsolutions delivery leads): All phases ofengagement from onboarding,implementation, training), and ongoingsupport to help our customers recognize valueacross the journey.
• Report and track all CS metrics in the tool and keep information up-to-date
• Demonstrate deep expertise inSkanproduct and industry and provide consulting and best practices throughout the lifecycle
• Understand customer landscape, problemspace, value based metrics and align withSkancapabilities
• Build relationships across business owners,technology leaders and vendor management
• Monitor and achieve goals aroundSkanadoption, license usage, business outcomesand 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

• Bachelor’s Degree
• 6-10 years of professional experience preferably in a customer-facing role
• Consulting experience working in technologies such asautomation, 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
• 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 Germanor Italian

• 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 or Italian