Client Success Manager (Finance Shared Services)

Job purpose

We are looking for a seasoned Client Success Manager to serve as a trusted strategic partner to client finance leadership, ensuring exceptional Finance & Accounting service delivery, strengthening stakeholder relationships, driving operational excellence and growth, and consistently enhancing client satisfaction.

Job description

We are looking for a highly accomplished Client Success Manager who will serve as the strategic interface between our Finance Shared Services organization and the client's finance leadership. This role is designed for someone who combines deep Finance & Accounting operations expertise with exceptional client relationship management skills. As the face of our organization at the client site, you will be responsible for ensuring service excellence across Finance & Accounts operations while proactively driving governance, stakeholder engagement, business growth, operational excellence, and customer satisfaction. You will function as an embedded finance partner—not merely a service provider—ensuring our delivery consistently exceeds client expectations.

Responsibilities

Serve as the single point of accountability for client success across Finance Shared Services engagements building trusted relationships with CFOs Finance Controllers Shared Services Heads and Business Leadersbr Understand client business priorities and translate them into actionable delivery strategies acting as the Voice of the Customer to ensure client feedback drives continuous service improvementbr Proactively identify business risks address concerns and prevent escalations before they impact service delivery owning client satisfaction retention and longterm relationship managementbr Own endtoend Finance Accounting service delivery across multiple process towers ensuring timely accurate and highquality delivery in accordance with defined SLAs and KP Isbr Drive operational excellence through standardized and harmonized processes across multiple business units and locations monitoring service performance and implementing corrective actions to consistently achieve delivery excellencebr Lead Weekly Monthly Quarterly and Annual Business Reviews with client leadership owning governance forums including operational reviews performance reviews and executive steering committeesbr Present service performance business insights improvement roadmaps and strategic recommendations to senior stakeholders publishing dashboards SLA reports KPI scorecards and operational performance metricsbr Define monitor and continuously improve SLAs KPIs operational metrics and customer satisfaction scores tracking delivery performance across all Finance Shared Services processesbr Conduct Root Cause Analysis RCA for service failures and implement preventive actions driving accountability across crossfunctional teams for service outcomesbr Own endtoend escalation management and issue resolution acting as the first point of contact for client escalations and collaborating with internal delivery transformation and leadership teams to ensure timely resolutionbr Identify opportunities for expanding service scope across Finance Shared Services supporting account growth through crossselling and upselling additional service offeringsbr Lead transformation initiatives focused on automation digitization and operational excellence driving Lean Six Sigma and continuous improvement initiatives across Finance operationsbr Lead crossfunctional and crosslocation Finance Shared Services teams building a highperformance customercentric delivery culture and driving employee engagement coaching succession planning and capability development

Requirements

• Experience: 10 to 15 years
• Education: Post Graduate,Inter CA
• Qualification: Finance
• Certifications: Certified Six Sigma Green Belt/Black Belt
• Relevant industry: Financial Industry, Accounting / Auditing, Shared Service, BPO

Group company: Welspun Transformation Services Limited · Function: Finance & Accounts_WCL · Department: Finance & Accounts · Level: General Manager