Zycus - Customer Success Manager

What you'll do:

We are looking for Management Graduates in Supply Chain Management or Operations Management to join us a Customer Success Manager and provide Premium Support to our premium customers.

Wondering what will you be doing?

You will in this role be part of a Global Team and work with our global customers in implementing our AI driven procurement solution. Our Customer Success Manager play a very critical role in solving business problems for our Customers. They possess a deep understanding of our product and supply chain and use this knowledge to evaluate and suggest innovative solutions and workarounds for our customers and cross sell and upsell our solutions while being the focal point of contact for our customer.

You will:

- Provide support delivery management of premier issues and services designed to improve customer operational health in assigned accounts.

- Manage multiple customers(10-12) that have subscribed one or all Zycus's products and collaborate with CAM (Customer Account Manager)

- Maintain support delivery plans that sales can use in future for renewals.

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

- Evaluate, estimate (time / cost / quality) & execute change requests.

- 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).

- Define and track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability

- Create ROI and Value proposition to the customer for continued renewal of contracts and business growth. Work with

- Customer Success team in drafting Contracts / amendments for renewals.

- Create environment for knowledge sharing within team to boost technical / project management knowledge

- Making customers reference-able for Prospects Customer reference

- Work with Engineering and Product Management teams to resolve customers issues

- Work with technical support teams to ensure effective and expedited resolutions for the customers

Requirements :

Experience Level: At least 5-6 years experience in IT prior to MBA

What are we looking for?

- An MBA degree from Top Tier Institute with a specialization in Operations Management / supply chain is a must

- Have ERP and Procurement domain knowledge/experience.

- You should possess Excellent communication skills- both written and verbal

- Should be a highly tenacious, driven individual with an ability to multitask

- Should have a Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve

business problems

- Should have good understanding of Incident and Problem life cycle management.

- Experience in handling global customers majorly US.

- Ability to engage with customers for understanding their business process and identify cross-sell opportunities

Working hours : 3:30 pm IST to 12:30 am IST

Benefits:

Five Reasons Why You Should Join Zycus

Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.

A Market Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites.

Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization

Get a Global Exposure: You get to work and deal with our global customers. Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

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.

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