Customer Success Manager

UNISON INTERNATIONAL CONSULTING (The Recruitment Company) · India

Client Success Manager – Finance Shared Services

Location : Mumba

iLevel : General Manage

rExperience : 10–15 Year

sCTC : Up to ₹50 LP

A
Employment Typ e: Full-ti

meReporting T o: Senior Leadership – Service Delivery / Finance Shared Servic

esRole Overvi

ewWe 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

• ntAct 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

• ryOwn end-to-end Finance & Accounting service delivery across multiple process towers and Centers of Excellenc
• e.Oversee processes includin
• g:P2P – Procure to P
• ayO2C – Order to Ca
• shR2R – Record to Repo
• rtTaxati
• onEnsure 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

• ntDefine, 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

• ceLead 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

• onOwn 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

• ntIdentify 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

• onIdentify 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

leThe 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 P2P, O2C, R2R, 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

resThe successful incumbent will be measured

• on:Client satisfaction and relationship hea
• lthSLA and KPI achievem
• entService delivery quality and consiste
• ncyEscalation resolution and turnaround t
• imeClient retent
• ionProcess improvement and operational efficie
• ncyExpansion of service scope and account gro
• wthQuality of executive governance and business revi

ews
parth.mitra@unisoninternational