Senior Customer Success Manager - Mumbai, India - Zycus

Description

Senior Customer Success Manager (US 04153)

US DeliveryMumbaiAbout UsZycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.Start your #CognitiveProcurement journey with us, as you are #MeantforMore We Are An Equal Opportunity Employer: Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.Job Description Zycus is looking for Program Manager - Customer Success with at least 10 to 15 years of experience in a Customer Success or Account Management role. In this role you will Identify, nurture the cross-sell and up-sell opportunities, manage renewals, ROI, NPS, showcasing product capabilities to existing customers & managing overall pulse of the Account portfolio aligned as part of the US Region with your Team. Providing solutions for Customers during operations, manage & own escalations. Support Pre-Sales activities, which includes responding to RFPs & attending and presenting demos with the help of the Solution Consultants.The Program Manager - Customer Success & Operations will work as part of Technical Account Management Team to deliver analytical, solution-oriented services to Fortune 500 clients.Based upon experience, specific responsibilities may include: Role and Responsibilities:

You will be responsible for customer relationship with our global Enterprise customers and customer retention along with other areas which fall under the global customer success portfolio.

Design and build Customer Success Strategy to create a strong and loyal customer base and ensuring company's growth

Identify opportunities for continuous improvement

Help foster company-wide culture of Customer Success

Be passionate about Customer success through Continuous Value Engineering and Operational Delight

Be a trusted advisor to customer and build relationships with Customer's C-Level for aligning Customer's vision and key KPIs with Zycus' Continuous Value Delivery Framework

Improve customer experience, develop strategies to address issues & improve CX/ NPS

Generate leads and opportunities for cross-sell to Customer Account Management Team

Own Zycus' Renewal and be responsible to exceed targets through Continuous Adoption and Value Tracking for customer

Create ROI and Value proposition to customer for continued renewal of contracts and business growth. Work with Customer Account Management team in drafting Contracts / amendments for renewals.

Responsible for continuous improvement in Operational Excellence for Value Consulting, Issue Management and Support.

Should have experience of leading large teams/ direct reportees with handsome experience in refactoring business processes for higher efficiency and customer delight.

Manage the delivery and follow-ups of proactive support designed to reduce costs and reactive support cases.

Define processes for delivering solution effectively with high quality, productivity and early / on-time delivery.

Get high customer satisfaction on all projects (min 8 on a scale of 10) with a focus on moving towards Perfect 10

Has extensive experience in handling global Customer majorly US, EMEA, APAC & ANZ. (Role is for US Region/ Accounts)

Create / enable creation of project planning document and sign-off in the Operational phase.

Create environment for knowledge sharing within team to boost technical / operational knowledge.

Own customer reference ability target for greater than 80%

Job Requirement

10-15 years' experience in Account Management, Operations Management, and Customer Success/ Support at technology/ software companies.

Experience in leading Customer Success, Delivery, and Support function in a leadership capacity required.

Preferable from SaaS background.

Prior experience of working in Supply Chain & Procurement software domain will be an added advantage.

Should have experience of working with Global Customers.

Should have Strategic Vision and leadership skills.

Shift: US Fixed – 3:30 PM to 00:30 AM

Five Reasons Why You Should Join Zycus 1. Industry Recognized Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites. Zycus is also recognized as a Customer First Organization by Gartner. Zycus's Procure to Pay Suite Scores out of 5 ratings in Gartner Peer Insights for Procure-to-Pay Suites.2. Pioneer in Cognitive Procurement: Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises3. Fast Growing: Growing Region at the rate of 30% Y-o-Y4. Global Enterprise Customers: Work with Large Enterprise Customers globally to drive Complex Global Implementation on the value framework of Zycus5. AI Product Suite: Steer next gen cognitive product suite offering About Us Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.Start your # CognitiveProcurement journey with us, as you are # MeantforMore