- CA / MBA (Finance) or equivalent post-graduate qualification.
- Experience with CSAT/NPS tools and client engagement platforms (e.g., Salesforce, Medallia, etc.).
- Certifications in project management (PMP/Prince2), Six Sigma, or Customer Success.
Level: AVP/ Sr. AVP
Function: Customer Success / Client Services
Industry: Finance & Accounting KPO
Role Summary:
We are seeking a strategic and client-focused Customer Success Leader to drive superior customer experience, value delivery, and relationship management across Finance & Accounting engagements. The ideal candidate will act as a trusted advisor to clients, championing their goals while ensuring high CSAT, business retention, and account growth.
Key Responsibilities:
- Client Relationship Ownership: Serve as the single point of contact for F&A clients, ensuring strategic alignment, smooth communication, and long-term partnership.
- Service Performance & Governance: Lead periodic business reviews, track service KPIs, and drive SLA adherence across all F&A processes (P2P, O2C, R2R, FP&A).
- Customer Experience & CSAT: Drive high CSAT through proactive issue resolution, responsiveness, and regular voice-of-customer (VoC) engagement; lead root cause analysis for any dissatisfaction.
- Onboarding & Transition Success: Ensure smooth onboarding and steady-state transition for new clients in collaboration with delivery, transformation, and PMO teams.
- Value Articulation: Demonstrate tangible business impact through analytics, insights, automation benefits, and continuous improvement initiatives.
- Growth & Retention: Identify upsell/cross-sell opportunities, support commercial renewals, and strengthen account retention strategies.
- Internal Collaboration: Liaise with cross-functional teams (delivery, transformation, finance, and digital) to enable a unified and client-centric service experience.
- Governance Models: Set up structured governance with dashboards, escalations, and feedback mechanisms at operational, tactical, and strategic levels.
Key Metrics of Success:
- CSAT (Customer Satisfaction Score)
- NPS (Net Promoter Score)
- Client Retention Rate
- Revenue & Margin Growth on Accounts
- Issue Resolution Turnaround Time
- SLA/KPI Adherence
Required Skills & Experience:
- 10–15 years of client management or customer success experience in a Finance & Accounting outsourcing/KPO environment.
- Expertise across F&A domains (P2P, O2C, R2R, FP&A, Compliance).
- Strong understanding of customer satisfaction drivers and B2B relationship management.
- Proven ability to manage governance, escalations, and cross-functional coordination.
- Excellent communication, negotiation, and client engagement skills.
Preferred Qualifications:
- CA / MBA (Finance) or equivalent post-graduate qualification.
- Experience with CSAT/NPS tools and client engagement platforms (e.g., Salesforce, Medallia, etc.).
- Certifications in project management (PMP/Prince2), Six Sigma, or Customer Success.
