Customer Success - F&A - Assistant Vice President

Role & 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.

For more: mansi.baraiya@Pacificglobalsolutions.com