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 workplace
- 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 .net

📌 Customer Success Manager (India)
🏢 UNISON INTERNATIONAL CONSULTING ( The Recruitment
📍 India