Customer Success Director

20 hours ago

Menlo Park, California, United States SKAN Full time
About the Role

As a Customer Success Manager at SKAN, you will 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.

Key Responsibilities
  • Value Delivery Partner: Become a trusted partner for assigned clients, delivering customer value management and consulting services.
  • Program Management: Manage all phases of engagement, from onboarding and implementation to training and ongoing support, to help customers recognize value across the journey.
  • Metrics and Reporting: Report and track all CS metrics in the tool and keep information up-to-date.
  • Industry Expertise: Demonstrate deep expertise in SKAN's product and industry, providing consulting and best practices throughout the lifecycle.
  • Customer Understanding: Understand customer landscapes, problem spaces, value-based metrics, and align with SKAN's capabilities.
  • Relationship Building: Build relationships across business owners, technology leaders, and vendor management.
  • Goal Achievement: Monitor and achieve goals around SKAN adoption, license usage, business outcomes, and renewals, revenue expansion.
  • Knowledge Sharing: Build and share customer case studies, project learnings, and radiate within other teams.
  • Intelligence Gathering: Gather intelligence on customer initiatives, priorities, and leadership directions.
  • Renewals and Usage: Renewals in partnership with Sales and usage of licenses in production.
  • Executive Briefings: Provide executive briefings and status updates.
  • Program Governance: Manage program governance, including QBRs, reports, and risk management.
  • Onboarding and Training: Organize customer onboarding, change management, and training/certification.
  • Workshops and Industry Practices: Organize workshops and industry practices.
Requirements
  • Bachelor's Degree: A bachelor's degree is required.
  • Professional Experience: 6+ years of professional experience, preferably in a customer-facing role.
  • Consulting Experience: Consulting experience working in technologies such as automation, process and task mining, business process management, workforce intelligence, desktop process analytics.
  • Leadership Skills: Leadership skills and an ability to coordinate and collaborate with engineering and product teams.
  • Project Management Skills: Strong project management skills.
  • Industry Experience: 2+ years' experience in the banking and financial segment.
Nice to Have
  • Interpersonal Skills: Strong interpersonal skills.
  • Organization and Presentation Skills: Strong organization and presentation skills.
  • Relationship Building: A propensity for relationship building.
  • Industry Knowledge: Professional experience in Financial Services and/or Insurance.
  • Knowledge and Certification: Knowledge and certification of six sigma principles.
Benefits
  • Health Care Plan: 100% coverage of Health Care Plan (Medical, Dental & Vision).
  • Retirement Plan: Retirement Plan (401k, IRA).
  • Life Insurance: Life Insurance (Basic, Voluntary & AD&D).
  • Paid Time Off: Unlimited Paid Time Off (Vacation, Sick & Public Holidays).
  • Disability: Short Term & Long-Term Disability.
  • Work From Home: Work From Home.
  • Stock Option Plan: Stock Option Plan.

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