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 Typ e: Full-ti
me Reporting T o: Senior Leadership – Service Delivery / Finance Shared Servic
es Role Overvi
ew We are looking for an experience d Client Success Manag er to serve as the key interface between ou r Finance Shared Services organization and client finance leadersh i
p. Positioned at th e General Manager lev el, this role will be responsible for ensuring exceptional client experience and service delivery across Finance & Accounting operations. The incumbent will act as a n embedded finance partn er, 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 stron g Finance & Accounting operations expertise, client relationship management, commercial acumen, and service delivery leadersh i
p. Key Responsibiliti
es1. Client Success & Relationship Manageme
nt Act as th e single point of accountability for client succe ss across Finance Shared Services engagement
s. Build and maintain trusted relationships with senior stakeholders includin g CFOs, Finance Controllers, Shared Services Heads, and Business Leade r
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 improv e SLAs, KPIs, operational metrics, and customer satisfaction scor e
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 facilitat e Weekly, Monthly, Quarterly, and Annual Business Revie ws 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 experien ce in Finance & Accounting operations, Finance Shared Services, Global Business Services, BPO/KPO, or related environment
s. Strong experience i n client-facing service delivery / client success manageme n
t. Demonstrated experience managing senior stakeholders includin g CFOs, Controllers, Finance Heads, or Shared Services leade r
s. Strong understanding of Finance & Accounting processes includin g P2 P, O2 C, R2 R, and Taxati o
n. Proven expertise i n SLA/KPI governance and service performance manageme n
t. Experience working wit h ERP platfor ms 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
.net