Customer success manager

Client Success Manager – Finance Shared Services

Location: Mumba

i Level: General Manage

r Experience: 10–15 Year

s CTC: Up to ₹50 LP

A
Employment Type: Full-ti

me Reporting To: Senior Leadership – Service Delivery / Finance Shared Servic

es Role Overvi

ew We are looking for an experienced Client Success Manager to serve as the key interface between our Finance Shared Services organization and client finance leadershi

p. Positioned at the General Manager level, this role will be responsible for ensuring exceptional client experience and service delivery across Finance & Accounting operations. The incumbent will act as an embedded finance partner, working closely with senior client stakeholders to ensure delivery consistently meets or exceeds agreed SLAs, KPIs, and business expectation

s. The ideal candidate will combine strong Finance & Accounting operations expertise, client relationship management, commercial acumen, and service delivery leadershi

p. Key Responsibiliti

es1. Client Success & Relationship Manageme

nt Act as the single point of accountability for client success across Finance Shared Services engagement s. Build and maintain trusted relationships with senior stakeholders including CFOs, Finance Controllers, Shared Services Heads, and Business Leader s. Understand client business priorities and translate them into effective service delivery strategie s. Serve as the primary organizational representative at the client site, ensuring a high level of professionalism and stakeholder engagemen

t.2. Finance & Accounting Service Delive

ry Own end-to-end Finance & Accounting service delivery across multiple process towers and Centers of Excellenc e. Oversee processes includin g: P2 P – Procure to P ay O2 C – Order to Ca sh R2 R – Record to Repo rt Taxati on Ensure delivery performance is aligned with contractual commitments, client expectations, and operational standard s. Partner with internal delivery teams to address performance gaps and drive continuous improvemen

t.3. SLA, KPI & Governance Manageme

nt Define, monitor, and improve SLAs, KPIs, operational metrics, and customer satisfaction score s. Establish robust governance mechanisms to monitor service performanc e. Conduct performance reviews and develop corrective and preventive action plans where require d. Drive data-led conversations with clients around service performance and improvement opportunitie

s.4. Business Reviews & Executive Governan

ce Lead and facilitate Weekly, Monthly, Quarterly, and Annual Business Reviews with client leadershi p. Prepare executive-level dashboards, reports, presentations, and performance insight s. Ensure alignment between client expectations, business priorities, and service delivery objective s. Provide proactive updates on key risks, opportunities, performance trends, and improvement initiative

s.5. Escalation & Issue Resoluti

on Own the end-to-end escalation management proces s. Ensure client concerns and operational issues are addressed promptly and effectivel y. Coordinate with relevant internal teams to identify root causes and implement sustainable solution s. Maintain strong stakeholder confidence during critical service situation

s.6. Business Growth & Commercial Developme

nt Identify opportunities to expand the scope of Finance Shared Services engagement s. Understand client requirements and identify opportunities for additional services, process transformation, and value creatio n. Partner with commercial and delivery teams to develop solutions that enhance client value and support business growt

h.7. Continuous Improvement & Transformati

on Identify opportunities to improve process efficiency, service quality, automation, and customer experienc e. Drive continuous improvement initiatives across Finance & Accounting operation s. Leverage operational insights and client feedback to enhance the overall service delivery mode

l. Candidate Profi

le The ideal candidate should hav

e:10–15 years of overall experience in Finance & Accounting operations, Finance Shared Services, Global Business Services, BPO/KPO, or related environment s. Strong experience in client-facing service delivery / client success managemen t. Demonstrated experience managing senior stakeholders including CFOs, Controllers, Finance Heads, or Shared Services leader s. Strong understanding of Finance & Accounting processes including P2 P, O2 C, R2 R, and Taxatio n. Proven expertise in SLA/KPI governance and service performance managemen t. Experience working with ERP platforms and finance technology ecosystem s. Strong business and commercial acumen with the ability to identify opportunities for account growt h. Excellent communication, presentation, negotiation, and stakeholder management skill s. Experience managing escalations and complex client situations with maturity and discretio

n.
Success Measu

res The successful incumbent will be measured

on: Client satisfaction and relationship hea lth SLA and KPI achievem ent Service delivery quality and consiste ncy Escalation resolution and turnaround t ime Client retent ion Process improvement and operational efficie ncy Expansion of service scope and account gro wth Quality of executive governance and business revi

ews
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