01Key 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 perks, 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 Fin .
