Job Description

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.

Job Category:

Finance & Accounting

Job Type:

Full Time

Job Location:

Ahmedabad

Job Shift:

Day Shift
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