Job Description

Client Success Manager – Finance Shared Services

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Location: Mumba

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iLevel: General Manage

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rExperience: 10–15 Year

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sCTC: Up to ₹50 LP

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n Employment Type: Full-ti

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meReporting To: Senior Leadership – Service Delivery / Finance Shared Servic

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esRole Overvi

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ewWe are looking for an experienced Client Success Manager to serve as the key interface between our Finance Shared Services organization and client finance leadershi

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p.Positioned at the General Manager level, this role will be responsible for ensuring exceptional client experience and service delivery across Finance & Accounting operations. The incumbent will act as an embedded finance partner, working closely with senior client stakeholders to ensure delivery consistently meets or exceeds agreed SLAs, KPIs, and business expectation

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s.The ideal candidate will combine strong Finance & Accounting operations expertise, client relationship management, commercial acumen, and service delivery leadershi

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p.Key Responsibiliti

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es1. Client Success & Relationship Manageme

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- ntAct as the single point of accountability for client success across Finance Shared Services engagement
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- s.Build and maintain trusted relationships with senior stakeholders including CFOs, Finance Controllers, Shared Services Heads, and Business Leader
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- s.Understand client business priorities and translate them into effective service delivery strategie
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- s.Serve as the primary organizational representative at the client site, ensuring a high level of professionalism and stakeholder engagemen
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t.2. Finance & Accounting Service Delive

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- ryOwn end-to-end Finance & Accounting service delivery across multiple process towers and Centers of Excellenc
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- e.Oversee processes includin
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- g:P2P – Procure to P
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- ayO2C – Order to Ca
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- shR2R – Record to Repo
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- rtTaxati
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- onEnsure delivery performance is aligned with contractual commitments, client expectations, and operational standard
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- s.Partner with internal delivery teams to address performance gaps and drive continuous improvemen
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t.3. SLA, KPI & Governance Manageme

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- ntDefine, monitor, and improve SLAs, KPIs, operational metrics, and customer satisfaction score
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- s.Establish robust governance mechanisms to monitor service performanc
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- e.Conduct performance reviews and develop corrective and preventive action plans where require
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- d.Drive data-led conversations with clients around service performance and improvement opportunitie
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s.4. Business Reviews & Executive Governan

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- ceLead and facilitate Weekly, Monthly, Quarterly, and Annual Business Reviews with client leadershi
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- p.Prepare executive-level dashboards, reports, presentations, and performance insight
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- s.Ensure alignment between client expectations, business priorities, and service delivery objective
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- s.Provide proactive updates on key risks, opportunities, performance trends, and improvement initiative
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s.5. Escalation & Issue Resoluti

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- onOwn the end-to-end escalation management proces
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- s.Ensure client concerns and operational issues are addressed promptly and effectivel
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- y.Coordinate with relevant internal teams to identify root causes and implement sustainable solution
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- s.Maintain strong stakeholder confidence during critical service situation
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s.6. Business Growth & Commercial Developme

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- ntIdentify opportunities to expand the scope of Finance Shared Services engagement
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- s.Understand client requirements and identify opportunities for additional services, process transformation, and value creatio
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- n.Partner with commercial and delivery teams to develop solutions that enhance client value and support business growt
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h.7. Continuous Improvement & Transformati

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- onIdentify opportunities to improve process efficiency, service quality, automation, and customer experienc
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- e.Drive continuous improvement initiatives across Finance & Accounting operation
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- s.Leverage operational insights and client feedback to enhance the overall service delivery mode
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l.Candidate Profi

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leThe ideal candidate should hav

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- e:10–15 years of overall experience in Finance & Accounting operations, Finance Shared Services, Global Business Services, BPO/KPO, or related environment
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- s.Strong experience in client-facing service delivery / client success managemen
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- t.Demonstrated experience managing senior stakeholders including CFOs, Controllers, Finance Heads, or Shared Services leader
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- s.Strong understanding of Finance & Accounting processes including P2P, O2C, R2R, and Taxatio
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- n.Proven expertise in SLA/KPI governance and service performance managemen
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- t.Experience working with ERP platforms and finance technology ecosystem
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- s.Solid business and commercial acumen with the ability to identify opportunities for account growt
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- h.Excellent communication, presentation, negotiation, and stakeholder management skill
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- s.Experience managing escalations and complex client situations with maturity and discretio
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n Success Measu

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resThe successful incumbent will be measured

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- on:Client satisfaction and relationship hea
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- lthSLA and KPI achievem
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- entService delivery quality and consiste
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- ncyEscalation resolution and turnaround t
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- imeClient retent
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- ionProcess improvement and operational efficie
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- ncyExpansion of service scope and account gro
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- wthQuality of executive governance and business revi
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ews
n parth.mitra@unisoninternational

.net

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